This business is not BBB accredited.

Microsoft Corporation

Phone: (425) 882-8080 View Additional Phone Numbers 1 Microsoft Way, Redmond, WA 98052 http://www.microsoft.com View Additional Web Addresses


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Description

This company offers sales information, software, and product support.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Microsoft Corporation include:

  • Failure to respond to 871 complaint(s) filed against business
  • 8 complaint(s) filed against business that were not resolved

Factors that raised the rating for Microsoft Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

1563 complaints closed with BBB in last 3 years | 511 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 138
Billing/Collection Issues 138
Delivery Issues 65
Guarantee/Warranty Issues 50
Problems with Product/Service 1172
Total Closed Complaints 1563

Additional Complaint Information

On December 20, 2013, this business indicated it will not accept or respond to complaints forwarded by BBB. As it is BBB's responsibility to inform businesses of communications from their consumers, BBB will continue to accept and forward complaints to this business. Consumers may wish to also contact their local State Attorney General's Consumer Protection Division for further assistance resolving disputes with this business.

Customer Reviews Summary Read customer reviews

21 Customer Reviews on Microsoft Corporation
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 2
Negative Experience 19
Total Customer Reviews 21

Additional Information

BBB file opened: November 01, 1987 Business started: 07/01/1981 Business started locally: 07/01/1981
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Mr. Satya Nadella, Chief Executive Officer
Contact Information
Principal: Mr. Satya Nadella, Chief Executive Officer
Business Category

Computer Software Publishers & Developers Computers Hardware, Software & Services

Alternate Business Names
Bing Hotmail M S N Microsoft Zune
Additional Information

This report is regarding Microsoft Corporation only. For information about Microsoft's Xbox game products, please refer to its BBB Business Review at http://www.bbb.org/western-washington/business-reviews/computers-software-and-services/xbox-in-redmond-wa-22228659. BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 30% for Microsoft Corporation.


Customer Review Rating plus BBB Rating Summary

Microsoft Corporation has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Microsoft Way

    Redmond, WA 98052 (425) 882-8080 (800) 386-5550

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Microsoft Surface Pro 3 approximately 3 months ago from **** *** in Beaverton, Oregon. About a month ago, I damaged the screen and the computer then failed to start. I contacted Microsoft Support but was unable to "register" my PC with their on-line support. I then called Microsoft Support and spent approximately two hours on the phone as they tried to register the machine so I could get it repaired and got no resolution. I then went to **** *** and spent another hour on the phone with their support and was promised that the issue would be escalated to their "Tier 3" support. Two days later, I called for status and was told that the escalation had not been done correctly and that it would need to have a new case assigned. By this time, June 28, they again promised for an immediate escalation. Since then, I have had repeated, long phone calls with their support staff, who have promised that I would hear from them within the next day. I have sent repeated information for my contact information but they have not paid attention to the details. Yesterday, a week after my last conversation with "Jaime" I got an email saying that he was sorry for the delay, but that he had taken a vacation, and was therefore not able to contact me. He also left a phone message (at the number where I said I would not be available during the day, telling me that he needed to know how to reach me and when I would be available. I sent an email reply with this information but got no return phone call from him. Today I went back to **** ***, where I had purchased the PC and told them that I wanted them to intervene and that if they were unable to do so, that I wanted my money refunded. The store manager said that he would "try" to get an answer from their Microsoft representative, but that he could not promise that they could help.

Desired Settlement: At this time, I want a full refund for the machine as it is apparently not serviceable. **** *** is not able to do any repairs on the Surface Pro 3 apparently, and I am unable to get any information from Microsoft that will enable me to get it repaired (even though I have agreed to pay their fee for the repair). From the experience so far, I have no confidence that they are able to make any progress in resolving this issue that has something to do with the registration of my PC. I do not have any indication from them that anything at all has been done to resolve this issue. Their support staff said that they have "many" such issues with the registration of the Surface Pro 3, and that my problem is just one of many that they are attempting to resolve. I have little expectation that they would be able to fix any other problems in the future, should the PC get fixed this time, even if they are able to do this. Consequently, I want a full refund so I can get a different brand of PC.

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi there. I have had an ongoing issue with the Rewards Support team for Xbox Live Rewards. There is only a forum to get support and the reps do not respond to most people. I have had a support ticket up for 4 days now without a response. Here is my issue. I currently have a %6 back on purchases through the reward program because of how long I have been with xbox live. They state every purchase will give me %6 back. Last month I made a total purchase amount of $207.46 which means I should have been rewarded back $12.45. I was only rewarded back $6.00. I have had multiple issues with the rewards program support team over the years. They never actually help, they only buy themselves time. They do not actually look into anything for anyone, they just tell people to wait. I have waited DAYS for help with this and it's unbelievable how long it takes a paying customer for 10+ years, to get help. I have spent THOUSANDS of dollars on this service, I except a little help. There are HUNDREDS of us on the forum reaching out for help with this matter, and similar issues. This forum is the only choice we are given for any support on this matter. no phone numbers, or emails to speak directly with any reps. It states on their website "Our most loyal members get even more rewards - like up to 10% back on purchases made in the Xbox Store through MyVIP! Every dollar you spend counts toward earning VIP Stars and a higher level of payback. As your VIP Star rank increases, your Rewards earnings will accelerate! Plus, maximize your Rewards when you stay Gold on Xbox Live!" "Every dollar you spend counts" yet, fellow community members are telling me through their issues they have been told "if your purchases count toward a punchcard (make X amount of purchases = X amount of credits. kinda like a coffee punch card at a store), they will no longer count towards the cash back reward" but noowhere it says that. It's just something they do to not pay out as much.

Desired Settlement: I want the store credit that I was promised through the program. I would also like the entire support team on the forums to be fired and a new team to be hired. One that can actually support the customers.

7/23/2015 Problems with Product/Service | Complaint Details Unavailable
7/22/2015 Problems with Product/Service | Complaint Details Unavailable
7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i had an account called BING REWARDS... I ONLY have one account under email ********@msn.com A few weeks ago I contacted BING and they said they "Straightened everything out and my account was now active and working" I was. I accumulated enough points to get a reward and it would not work... I emailed them over period of several days and I was told "not to worry" they would fix the issue. Today I get an email saying they closed my BING Rewards account???? this was the message I would get: Hey *******, We're reaching out to let you know we ran into some issues trying to process your recent order. As a result, we've cancelled your order, but feel free to contact us here if you'd like for someone to look into this for you. Thanks for being a member, -The Bing Rewards Team. From: ****************************************************************** To: ********@msn.com CC: Subject: RE: *************** - Bing Rewards Support: Ordering or redeeming a : Date: Mon, 6 Jul 2015 00:11:48 +0000 Hi *******, This is Ean from Bing Rewards Customer Support and I'll be assisting you with service request **********. We understand that you were having issue redeeming your rewards and you were asking which number is indicated in your account, let me assist you on your issue. You can check which phone number is indicated on your account by going directly to your Profile page. If in case you were still having issue verifying your account to redeem your rewards, if you agree, we can submit your account for a manual review and once approved, you will not be required to go through the verification process. This process will take 2-3 business days. We will be waiting for your response and happy 4th. Regards, Ean

Desired Settlement: please fix this issue

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Skype account was hacked on July 7, 2015, and was used to send spam to my contacts. I received an email from Skype telling me the password had been changed (I did not change it). When I tried to restore access, I was denied, and their claim was that I could not verify their information (even though I was able to restore/change password to the Microsoft account). What is particularly alarming is that they will not let me know that the account is suspended. So far as I know, the hacker is being allowed continued access to my Skype account.

Desired Settlement: Ideally, the people at Skype (Microsoft) would suggest alternative ways in which I might verify my identity (I have offered to provide any information I have to facilitate that process). At the very least, I would hope that my account would be suspended and I would be made aware of that, so I can have some peace of mind.

7/20/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/20/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/17/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello I have a xbox 360 slim 250gb system and my warranty is up but before I got this new system I looked into and was told it would not have the same issue as the older mods had, I did this because my old system use to get a red ring and I would hAve to send it in for " repaired due to hardware malfunction" this system falsely claims to not have this red light problem but it has occurred on my system and my warranty is up after year they want me to send it in for repair but they also want me to pay out of pocket $100 because of hardware malfunction I don't think I should have to pay because of hardware malfunction I didn't cause the the hardware to malfunction this should be something that Microsoft handles because they have people under the impression this game would not have the same hardware malfunction, if this was the case I would have chose another system

Desired Settlement: I would just like Microsoft to stand by their product and to repair my system without me having to pay a hundred dollars already paid enough for the system and the games I don't feel like I should have to pay for a hardware malfunction that is caused by Microsoft thats not supposed to even happen I would just like my system to be repaired and working condition

7/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I will make this as simple as possible. I am a parent whom don't have much money with that being said it took us a very long time to purchase the Microsoft X BOX 360 but we did, not it also took some time to purchase these games in which I think are expensive as they are now. However it angers me when I and my children get robbed by corporations like Microsoft. Let me explain, recently was my son's birthday, I took 2 months to save for 1 gift he wanted very bad since I don't have much money I even worked extra overtime to purchase his favorite game. I was shocked and very upset to where I was in tears because of what I found out after I made purchase of this game called Plants and Zombies when I got home my son opened his gift and was so happy till we went to put the game into the console the screen told us we need to purchase a Microsoft X BOX gold account, we were so angered and outraged, and felt robbed. Who gives Microsoft the right to charge people to play a game they already purchased? We were never told we needed a Gold account to play this game this is a rip off. I think Microsoft should have to update their website and software where it will be able to provide people a free Gold account to be able to play these games they purchased. Or refund the total amount for the game and a apology to my son for having this problem on his special day, on my son's birthday he learned a valuable lesson not to trust anyone, this is the wrong message Microsoft is sending children. I am demanding something be done, thank you for your time. Mr. *********.

Desired Settlement: I would really like to see Microsoft to add a Gold Account that people can access free just to be able to play the games purchased that require a gold account, after all we already paid for the game, why would we pay a monthly fee to be able to play the game? If not I would like a refund and or credit towards another game of my childs choice, or provide the same game that you do not need online gold account to use thank you.

7/12/2015 Problems with Product/Service | Complaint Details Unavailable
7/12/2015 Problems with Product/Service | Complaint Details Unavailable
7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an HP tablet and a Microsoft Complete Warranty (2 year) from Microsoft on April 20, 2014. I have been trying since January 2015 to have the tablet fixed. I have already confirmed with them that the repair is under warranty; however, when I try to obtain the information to send the tablet for repair, I get the run-around. I have tried the suggested phone number numerous times. I have tried every chat option available. I have called the closest store who said they cannot assist because I purchased it online. It would appear at this point that they have no intention of fulfilling their contractual obligation. I have a copy of the invoice as well as the contract.

Desired Settlement: I would like to have the tablet repaired. If they are unable to do that, I would like it replaced with a new tablet of equal or greater value, or a full refund of the invoice amount - to include the tablet, warranty, and software purchased.

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to install Windows 8.1 Pro for Students for daughter to get her PC up to date for her Senior year, I am upgrading from Windows Vista to the Win 8.1. The problem is your staff does not know about windows 8 upgrade assistant which when I run it my system passes with a few programs that will not work. But your staff is knows better because my system is on a list that they say it says its won't work. I am sorry why put out a program to see if the system is compatible passes then you tell your customer that they are wrong. The pc in question an HP A6110N is a 2.3ghz 6gb of memory 300gb hard drive, Nvdia Ge force 6150se nforce 430 display adapter. I have all the spec's needed for windows 8.1 but anytime I try to get help I get the run around. case number is **********, the second tech called me today and was basically telling me that my pc could not use it, I told him of the above program, he started talking about some thing regarding drivers, which your program said passed I was like I am done and hung up and started filing this report. Your company has made billions off selling its products, so why aren't you listening when your own program tells you its compatible. I have a screen shot with the program, I just hope to resolve this before school starts in the fall.

Desired Settlement: I would like someone that is in the USA and speaks English, not someone over seas calling me back, its just easier to understand someone from your own country then trying discern what is being and the accent they have. I would like to finish my install, that I was trying to do via a usb drive, If I would have known it would be this much of a headache, I would have just ordered the dvd version and not had all these problems,

7/8/2015 Problems with Product/Service | Complaint Details Unavailable
7/8/2015 Problems with Product/Service | Complaint Details Unavailable
7/7/2015 Problems with Product/Service | Complaint Details Unavailable
7/7/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Billing/Collection Issues | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a hard copy of Microsoft 2011 on 4 March 2013. In 2015 I was informed that I would need to replace the hard drive on my Mac. I did so, and then attempted to reinstall my copy of Microsoft Office. It was then I discovered that my registration details had not survived the transfer to my new hard drive (I no longer have the original disk). I called Microsoft’s customer service department on 27 May 2015 (************) and was told that they could not help me without proof of purchase, but that I should contact the original retailer and ask them for my product key or invoice number. I contacted the retailer and received an email confirmation from them of my purchase along with the original invoice number (can provide upon request) on 29 May 2015. I called back Microsoft on 5 June 2015, and after being transferred to several departments was finally informed that despite the fact that I had proof of purchase (and contrary to the advice I had received previously), there was nothing they could do and that my best option was to return to the retailer and try to see if there was anything they could do to try and track down a copy of my activation code. The customer service representative (who identified and spelled her name as being ‘A’) also said the best she could offer me was a new license key for Office 2011 at the reduced price of $80. I said that I wanted to speak with the retailer again before making another purchase. ‘A’ said she understood and offered to call me back the following Monday to see if I wanted to accept the offer. I agreed and ‘A’ said that to put the offer on hold until Monday, I would need to log into my Microsoft account online and add a payment method. I then specifically asked her to confirm that I would not be charged unless I provided confirmation the following Monday, to which I received the emphatic answer that under no circumstances would my card be charged. I did as instructed. (Cont'd below).

Desired Settlement: The very next day I checked my card statement and was shocked to find that my card had been charged $80. Not only was this charge made without my consent but it was for the wrong product. I once again called back Microsoft’s customer service department on 7 June 2015. It took 45 min, multiple repetitious explanations and transfers through 3 different departments to get the charge refunded. No follow-up call was received on Monday 8 June 2015 as promised. I have since written 3 times to Microsoft to no avail. This situation has taken a grossly disproportionate amount of time to try and fix and I still do not have a resolution. Furthermore, I am appalled by the way I have been treated throughout this process, from misleading and inaccurate information to fraudulent charges being made on my card without consent. I want a replacement activation key for Microsoft Office 2011 so I can use the product I purchased. Compensation for wasted time and aggravation would also be appreciated.

7/6/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Billing/Collection Issues | Complaint Details Unavailable
7/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, On June 25th 2015 I went to log onto my Computer after a long day at work and I get a popup telling me to Activate my windows. So I do so thinking maybe it was a mistake then come to find out after I call Microsoft support (that is a joke IMO) I can barely understand the guy on the other end. So I tell him I cant understand him and I get a frustrated and angry reply "I Said Sir (Talks really slow and loud )"and repeats what he said. After some time I managed to get started what I called in for... My Activation Key being blocked. I'm told its been activated to many times on my Computer... What? Never herd such a thing. So because I own a gaming computer and change my hardware every now and then and have to reactivate my Windows 7 there is nothing they can do about it. I have talked to a supervisor multiple times and there is absolutely nothing they can do about it... Other than tell me its in there User Agreement that I'm limited to a certain number of avtivations before my Key is Locked. Who reads the UA? I see the option of "I Agree" and hit next. Any normal person is going to skip over reading the 10,000 word gibberish lawyer lingo and go about there day doing something more important like work, right? I have looked up online cases of people getting the same issue I have... resolved. I'm thinking to myself " Am I being discriminated against?" Cant be right? Now please note I own the disk and retained all the original packaging with the COA "Certificate of Authenticity" and they verified "Microsoft" verified its a genuine Windows 7 Home Premium CD Key and it is Valid but has exceeded its number of activations. I just want this issue Fixed I would like to use my computer without buying another windows disk *$120" and the money is not the issue. The issue is that I already own the software and they verified its Authenticity and There is still will not do anything about it. Help?

Desired Settlement: For this issue to be resolved

7/5/2015 Problems with Product/Service | Complaint Details Unavailable
7/4/2015 Problems with Product/Service | Complaint Details Unavailable
7/4/2015 Problems with Product/Service | Complaint Details Unavailable
7/4/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: MICROSOFT HAS CANCELLED MY WINDOWS 7 ULT. OA. I HAVE CALLED CUSTUMER SERVICE AND THEY SAID THAT'S NOTHING THEY CAN DO REGARDING THIS ISSUE. I HAVE THE ORIGINAL KEY WITH THE ORIGINAL MICROSOFT SEAL.

Desired Settlement: REALEASE THE WINDOWS KEY OR PROVIDE ME A NEW ONE. I CAN PROVIDE THE ORIGINAL KEY AND MICROSOFT SEAL IF REQUIRE AS PROOF.

7/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have replaced 5 headsets for the same issue, the microphone stops working. I have called to address this issue multiple times with no resolution. I have brought the headsets to a 3rd party that has determined that the headsets were not damaged and did not have unusual wear. It was determined however that the microphone was very cheaply built. After losing money 5 times on headsets that are intentionally built so cheaply and Miscrosoft not resolveing the issue I am writing this. When I have spoken to microsoft representatives they have admitted that the microphones are a known issue and a very common one. I have spoken to many online gamers and have found they also have experienced multiple failures with the microphone part of their headsets as well. I feel that I should be reimbursed for the 5 failed products that were intentionally substandard and pushed on their consumers. This is predatory and abusive and needs to be addressed. I have also filed a complaint with my state attorneys office and have notified several investigative bodies (news agencies) and think this is a class action issue.

Desired Settlement: I respectfully request reimbursment of 2 failed $59.99 stereo headsets and 3 $19.99 xbox headsets, all weremanufactured by Microsoft. total $181.11 pluss tax (Florida 7.5%)

7/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/2/2015 Problems with Product/Service | Complaint Details Unavailable
7/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a phone. after having it for only 3 weeks the phone would not charge. I sent it in for repair on 6-4-15. Today is 6-23-15. They said my phon ewould be repaired in 7 to 10 days. I have checked the status online and it says that it they are still pending receipt of the phone. *** shows it was delivered on 6-9-15. I have contatcted them 4 times to find out where my phone is and when I will get it back. No one can give me an answer. I am put on hold for 30 minutes or longer. They tell me they will call me back within the same day and I never get that call.

Desired Settlement: I would like my phone back or it replaced

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was being charged for a microsoft subscription that I did not purchase. The first lady amanda didn't say anything, just told me i would receive my refund back. Something seemed wrong and I asked her if I was getting the TOTAL refund back. She just circled around the question because she knew i wasn't going to get it back. I then asked to speak to the manager. I was told by the supervisor Adam. *** ****** that he would not refund me past 1 month. So the four months that were charged will not be refunded!! Thats not fair. I deserve my complete refund and I would like it.

Desired Settlement: Would like to get the word out that they are not a reliable company and willingly lie to you. I would also like my refund back.

7/1/2015 Problems with Product/Service | Complaint Details Unavailable
7/1/2015 Billing/Collection Issues | Complaint Details Unavailable
6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Renewal charges were applied without approval and after the discover account number was changed. I subscribed to Microsoft office in 2014. I did not want to renew in 2015. Microsoft charged my Discover card. When I got my bill from discover I immediately to cancel. Microsoft failed to cancel or refund. I put in a complaint in to discover. Now they are claiming that I am outside the "grace" period for canceling with refund of my $107.

Desired Settlement: I want to cancel a service I have not used, have no access to (no knowledge of the password to access) and refund the entirety of the charges. Also make sure Microsoft doesn't do this again next year. Also, see that no one else gets billed like this by this very aggressive company.

6/28/2015 Problems with Product/Service | Complaint Details Unavailable
6/27/2015 Problems with Product/Service | Complaint Details Unavailable
6/24/2015 Problems with Product/Service | Complaint Details Unavailable
6/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Microsoft offers a program they call BING rewards. When you sign up with an account with Microsoft, you can use the BING search portal and various aspects of BING service to earn points that can be redeemed for awards (my account with BING rewards is under ******@hotmail.com) In my case, I had nearly two years worth of points accumulated. I redeemed some of them for two $5 ****** gift cards, and one $15 gift card for ******* ******* (my BING awards redemption order#s are "******-*********", "******-*********", "******-*********"). On 6/6/15 I placed the orders to redeem all three of these. Microsoft states it takes up to 24 hours to receive the awards. I didn't receive them the next day. Microsoft BING rewards has a mechanism where you can go to your BING rewards account and "Resend" the award. I've done that, still received nothing. So late on the night of 6/6/15 I took it a step further and contacted Microsoft BING rewards support, ticket# "***********". I never received a response from them. Then on 6/13/15, I opened a second ticket with Microsoft BING rewards support, "***********". I heard nothing back from them. My email account for BING rewards is ******@hotmail.com - I've checked it numerous times in the past two weeks. Also checked voicemail, nothing. Far as I am concerned offering something in return for something else whether points, cash, etc and not delivering is fraudulent behavior. All I want are the two $5 ****** gift cards and the $15.00 gift card from ******* ******* I ordered from them. If they can't deliver that, then they should refund the points I spent purchasing those three items. I tried to tell MS Bing support I hoped it didn't get to this point, but it appears they don't want to or don't care to listen. I appreciate any help the BBB can offer on this matter. Thank you!

Desired Settlement: All I want are the two $5 ****** gift cards and the $15.00 gift card from ******* ******* I ordered from them. If they can't deliver that, then they should refund the points I spent purchasing those three items.

6/23/2015 Problems with Product/Service | Complaint Details Unavailable
6/23/2015 Problems with Product/Service | Complaint Details Unavailable
6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bing rewards by microsoft raised the points required to redeem a prize they have gold and silver levels but have raised the points required to redeem a prize too high.

Desired Settlement: i would like to know if the points to redeem a prize was raised on just my account or other peoples accounts too because there is no point in being a gold or silver member if they are raising prize points that high . before the prize points were way lower.

6/18/2015 Problems with Product/Service | Complaint Details Unavailable
6/18/2015 Problems with Product/Service | Complaint Details Unavailable
6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or around May 1, 2013, I made the following purchase. Your order number: *********** Products on your order Product Name: Office 365 University Product SKU: R4T-00009 Unit Price: $79.99 Qty Ordered: 1 $79.99 Product Key: V64NM-XPB6T-79DYM-VFT6X-8QHD3 This purchase was made through *** ***** ********* ********** where I was a Personal Counselor. The software package was to be used on a second computer and for home business relating to my therapy work at the school. The account was linked to my school email address, *******@************** As the owner of the software, I have downloaded and installed it on my home computer on several occasions. I have made several attempts to transfer the account to my personal email account. However, it appears to revert back to the school account, which is no longer active. Consequently I am not able to download and utilize the software which I own.

Desired Settlement: I would like for Microsoft to correct this email account situation so that I can have complete access to the software package that I own and can download and utilize as intended. If they are not able to correct the situation giving me access to the software package, a refund is in order.

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft tier3 technicians destroyed my c impute files with an in place operating system install. They told me they would do everything they could to recover my files and now they are reversing what they assured me and reneges on further file recovery actions. Microsoft need to honor their word and do more to recover my files, and they need to compensate me for the lost files and damages.

Desired Settlement: Complete file recovery activity including lab recovery; a replacement laptop computer of equal or better value and capabilities; financial compensation for lost and damaged files and programs.

6/12/2015 Problems with Product/Service | Complaint Details Unavailable
6/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I had ordered a 800 dollar laptop for a gift for my brother's girlfriend, but when received on the first day there was a dead pixel so I called in and the first person I got to understood me and said we could get this exchange done right away. He spent a couple minutes getting everything done to get ready for an exchange and then sent me the shipping label to return the laptop which I did the same day. After waiting for them to finally receive the laptop, there was absolutely no contact for almost a week so I decided to try online chat this time. The lady on the online said she would escalate the exchange and that they would email me back or call me within the next 48 hours. Low and behold I get an email 2 days after telling me I can not get an exchange because the laptop was "too expensive" and he could not exchange the laptop. I emailed him back saying how could you not exchange a laptop just because it was "expensive" mind you this is a 800 dollar laptop, when I have seen exchanges for 2k+ or more dollars. He of course gives me the run around and at this point I know hes trying to avoid doing work and I can't do anything else or get to anyone else so I have to settle for a refund. Which still hasn't gone through since they already received the laptop a week ago.

Desired Settlement: I just want an exchanged item for my troubles, all I wanted to do was get a laptop for my brother's girlfriend and I've been lead through this loop for a while now.

6/10/2015 Billing/Collection Issues | Complaint Details Unavailable
6/10/2015 Problems with Product/Service | Complaint Details Unavailable
6/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have a Red Case on my Surface and a Red Type Cover so was excited to hear were coming out with different colored pens then just the Silver one that comes with the Surface that on the day it came out I went to **** *** and bought a Red Surface pen (their last one) but disappointed to get home and find out the one I got was defective so I took back to the **** *** on Arroyo Crossing Parkway in Las Vegas, NV where I purchased it but they were out of stock, so tried the one on Charleston Blvd and they didn't have any either so they suggested I contact Microsoft which I did I went to myservice.surface.com and did live chat with a rep who placed replacement order SR# ********** shipped via **** took almost 2 weeks to get here and it was BLUE not the Red one I purchased to go along with the color of my case and type cover. So I go on live chat again and rep places another order and states they are going to monitor it to make sure its right SR#: ********** this time instead of **** it ships ***** Ground (Tracking #: **********************) yet today ***** delivers it and again its a Blue one and not the red one. How difficult is it really to put a red pen in a box? in*****************.com next to both SR orders it shows "Order type: Surface Pen - Red - SEN - No Charge" so it shows red its entered right so why can't the people in the warehouse that actually do the shipping manage to put right one in the box?

Desired Settlement: My Red Surface Pen.

6/10/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/10/2015 Billing/Collection Issues | Complaint Details Unavailable
6/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I use the Microsoft Surface for my business. I also spent money on lots of accessories for it. The Surface demagnetized from the magnetic keyboard and fell onto the floor. Only fell about a foot and the screen cracked. There is no way to repair the screen without replacing the entire device and now I'm receiving an estimate from Microsoft of at least $350. The device does not need to be replaced, only the glass but I am being charged almost what I paid for the device for the "repair". I am so upset with Microsoft and regretting that I didn't purchase an IPAD since that's only $99 for a screen repair. I talked many of my friends into purchasing the Surface over the IPAD and now I feel like I'm really being treated unfairly. No one at Microsoft cares. I am lost and it's really made me realize what Microsoft is all about. Money not customer satisfaction. And why would they make a product with such "breakable" and "flimsy" glass??

Desired Settlement: Repair or replacement at an affordable price. It's sitting in my house unable to be used and I can't afford to purchase another device. This device was for my business and livelihood. I would also feel so much better if SOMEONE at Microsoft would CARE!

6/10/2015 Problems with Product/Service | Complaint Details Unavailable
6/10/2015 Problems with Product/Service | Complaint Details Unavailable
6/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/17/15 I contacted Microsoft online after sudden issues with Windows Media Player (WMP) while moving music to my MP3. Finding no solution online, I contacted the answer desk. "******* *" came on and requested permission to proxy into my computer, which I allowed. After a time where nothing changed on my screen, he said I was missing a file format needed for WMP (though fine in the past) and to upgrade to Windows 8.1 Pro Pack. He quoted $99 for this "upgrade" and I agreed. The right side of my screen said it was not viewable by the agent though he was controlling my computer. I was almost done entering my credit info when the chat window came up again and he added that the cost was $99 for software PLUS $99 for his help. Thinking this was for him to complete the install and fix the issue I completed the purchase. Then he said the software would be shipped and if I needed help after it arrived to contact him. I questioned this and was told to wait for the shipment. I continued my efforts with WMP and got it to operate again hours later. I looked up the Pro Pack to see what it offered WMP and saw NOTHING. The answer desk said it provides more music formats but I already have WMP. I asked to cancel the order and was told to call, where I was told the "cancel button" was not there but the order would be monitored and canceled when possible. It shipped but they emailed a return label and a feedback form where I asked for refund of the software support fee (also requested in a separate email). With no response, I emailed again on the 19th and 20th, then adding my intent to bring this to BBB. A response came the 21st asking me to provide a date and time for them to call to "work on this issue". I responded I deserved refund for inaccurate advice and no support received and to just call if needed. No response came so I emailed again the 26th & 27th. Still nothing. The software is in transit to Microsoft where refund should come when delivery is complete but I need help getting the support refund.

Desired Settlement: I would expect to be refunded the entire $99 for the "premium software support" since the solution provided was not needed and no actual "support" took place for any software - and I would expect full refund of the merchandise (never opened) once received back at Microsoft as the shipment was to have been stopped. If possible, I would like assurance Microsoft reviews the transaction to confirm that when it took place, no security measures were being compromised in the way it was conducted.

6/6/2015 Problems with Product/Service | Complaint Details Unavailable
6/5/2015 Delivery Issues | Complaint Details Unavailable
6/4/2015 Problems with Product/Service | Complaint Details Unavailable
6/4/2015 Delivery Issues | Complaint Details Unavailable
6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am unable to login into my email account with Outlook. I keep a file of all my passwords so there is no way I forgot. Each time I try, Microsoft says the password is incorrect, sends me a text with a number that I enter into the box, change my password, then try to login but am UNABLE TO DO SO. Have tried at least half a dozen times. This account is associated with my facebook business but I am unable to use it. At least half a dozen times I went through a routine of having a number texted to me, then enter it, change a password, and each time being told to change it AGAIN. Microsoft is holding my email hostage. Please help me to put an end to it My email address is *************@outlook.com. The last password was ************* Still am unable to login.

Desired Settlement: I want to be able to login into my email account.

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Microsoft Tech Support for an issue concerning Office 365 payment and got transferred to another tech telling me that I had a virus creating issues with my tablet and for one time fee of $119.95 they could fix the issue and get the Office 365 problem resolved. Considering the transfer was from Microsoft Office tech support chat and my warranty was out of date, I expected to pay for the support. However when the techs got into my tablet and started downloading and "fixing" things, my tablet was unable to re-connect to the support tech. I called the number and told that I would hear from the tech in about 15 minutes. That never occurred. In the mean time I contacted support through chat again and still no results on how to fix the new problems of lack of internet on the desktop side after the previous tech "fixed" things. Ultimately, the tablet was trashed and I have sent 6 hours restoring it to a usable function after spending 6 hours last evening with techs. If I find that my credit card number has been scammed and I am really going to be unhappy! There is no where on the Microsoft website where I can complain about the technical service issues - much less a refund.

Desired Settlement: I fully suspect there will be no outcome to this but I feel that the BBB should be aware of a service tech transferring to another tech, require pre-payment for services and then not performing the tasks that was paid for!

6/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I'm writing regarding my repair experience of Lumia 1520. The case number is ************. More than two months ago I sent in my lumia 1520 for repair. The phone was replaced. However, upon receiving the phone, I noticed that it has only 16gb in storage whereas the phone I sent in for repair has 32g . I called Microsoft mobile and they told me they don't have 32gb version in stock. I have been waiting for it to be back in stock ever since. Since I need a phone for use, i was offered a Lumia 1020 as a temporary phone. However, I am still waiting for my Lumia 1520 as I paid more for the phone and 32gb storage and the Lumia 1020 is a downgrade from my Lumia 1520. I am extremely unhappy about the repair experience! Making me wait for more than 2 months is not acceptable! I demand compensation for the time and energy I have taken to communicate and ship the phone back and forth multiple times and the trouble I have been through.

Desired Settlement: I demand to be upgraded to the next flagship phone once it is released. Or I am willing to take a gift card/ discount card to be used for the next flagship phone while keeping the current Lumia 1020.

6/3/2015 Problems with Product/Service | Complaint Details Unavailable
6/3/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was forced to use Windows Refresh on my laptop after I'd paid for a service tech to upgrade the laptop to windows 8.1 (because going through the upgrade process on my own causes my computer to hang up and become unusable). Windows refresh stated "this may take a few minutes," and took over 2 3/4 hours to complete. It set my computer back to windows 8 without warning me it would do that, negating the upgrade I'd paid to have done. It also annihilated many hours of work I'd done getting my computer set up to use it as I'd like. Now Windows is forcing my to upgrade to Windows 8.1, which means I will either have my computer hang up or need to pay, once again, to have it upgraded. This is my work computer. This problem has already cost me at least 10 hours of time trying to sort out, now I'm looking at having to have my computer in a shop for at least a day, then pay to have this upgrade preformed, because I'm not offered a choice to decline the upgrade, and because the windows refresh process did not warn me it would undo the work I'd done.

Desired Settlement: Pay for me to have the Windows upgrade done at a local agency (so I don't lose the use of my computer for more than a day), ensure that the upgrade isn't forced on me before I'm ready, and reimburse me for my lost time. I've lost over 10 hours, at least, of work time. I make somewhere between $60-$80 an hour. I'll settle for $300 (five hours at $60 an hour).

Consumer Response:  

Hello,

 

I lodged a complaint earlier today against Microsoft. Ironically, they resolved my complaint about 2 hours after I lodged it, thanks to previous outreach. So please cancel my complaint.

 

 

Thank you,

 

***** ****

** ***** ******

Pittsfield, MA 01201

************

5/30/2015 Problems with Product/Service | Complaint Details Unavailable
5/29/2015 Problems with Product/Service | Complaint Details Unavailable
5/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase office for mac 2011 at **** **** My computer went through an update and needed to reinstall office. The product purchased has two downloads. I attempted to download, and the email that was associated with this account is no longer used. I sent 4 hours on the phone with microsoft, remote accessing my computer, chat logs, and at the end of it, they tell me there is nothing I can do. I need to repurchase the program. Very rude and aggressive customer service. The hotmail email is unable to be accessed, and they will not allow me to use this product i paid for unless i can use this email. This email is locked and cannot be accessed. Their advice to repurchase a product that i have already paid for and have the right to use, and their inability to help. I would like a new product or refund if this is your companies customer service

Desired Settlement: New product or refund

5/29/2015 Problems with Product/Service | Complaint Details Unavailable
5/28/2015 Problems with Product/Service
5/23/2015 Problems with Product/Service | Complaint Details Unavailable
5/23/2015 Problems with Product/Service | Complaint Details Unavailable
5/19/2015 Problems with Product/Service | Complaint Details Unavailable
5/16/2015 Problems with Product/Service | Complaint Details Unavailable
5/15/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received a advertisement to open an outlook acct , opened it on my daughter in-law's laptop and it switched her login and pswd to my outlook acct and then when we went to login under my outlook acct it froze me out and required I pay 99.99 to unlock it.

Desired Settlement: To unlock her computer that is not mine for them to take her administration rights for logging in and switching them due to me opening an email is bait and switch.

5/15/2015 Problems with Product/Service | Complaint Details Unavailable
5/14/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Billing/Collection Issues | Complaint Details Unavailable
5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Spent just over an hour on the phone with 3 different agents that barely spoke English. No manager available and no one in the US available to take my call. I received an email from *******@microsoft.com stating that my $84.50 USD account balance would expire on Monday, June 01, 2015 if not used.It also stated that I can use my account balance in the following stores-Windows StoreWindows Phone StoreXbox GamesXbox MusicXbox VideoI have logged into my account online and confirmed that the funds are available, however I cannot use the funds in either store to make a purchase. I am consistently receiving different error messages. I call customer support at 10:43pm est on 5/3. It took 15 minutes for the first agent to bring up my account and transfer me to a different agent that took 45 minutes to not accomplish anything. She stated that the funds are available and that for me to make a purchase I have to add a credit card on file. I attempted to do so online and received an error. She then attempted to add the credit card on her end and stated that there was a problem with my card. I provided her 3 other cards to try and add, she stated that the problem was on my end. She advised me that I should see an option on my end in my account setting to add a credit card. I advised her that there is no option she stated that "YES THERE IS YOU DONT KNOW WHAT TO DO" she told me that she will transfer me to a department where they can remotely access my PC to do so because I didn't know what I was doing REALLY? She transfers me to the completely wrong department that asked me to re-explain everything. I do not have time to spend another hour on the phone I told them to look through the notes. The agent stated saying hello hello hello and hung up.

Desired Settlement: I just want to use my $84.50 before it expire, is that to much to ask for? PLEASE PLEASE PLEASE just let me use my balance and move on. If I can get a gift card/promo code or access to the balance to use it, that's all I want. Below is my account information.Account Email: **********@yahoo.comName: ****** ******Phone: ************

5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/12/2015 Problems with Product/Service
5/9/2015 Problems with Product/Service | Complaint Details Unavailable
5/9/2015 Problems with Product/Service | Complaint Details Unavailable
5/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Microsoft Office 07/30/2014 and attempted to log in today and my account read that my subscription had expired in 2013. I called tech support and was transfused at least 4 time and nobody could help me. I just kept getting passed around having to explain the whole story over and over.One of the "reps" proceeded to tell me that its "not his problem" and that it was Best Buys problem. I paid $100 for the service and do not expect to have to deal with this. I need Microsoft Office for work and I am unable to do so now. This is unacceptable.

Desired Settlement: I would like to be able to use the product that I purchased.

5/7/2015 Billing/Collection Issues | Complaint Details Unavailable
5/7/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I got a 30 day trial for through Microsoft last Fall. I recently noticed charges and asked them why. I was advised i the fine print, it states you will renew and be billed. I explained that I did read that nor did I know that. The tech told me that they would refund me for 1 month and advised me to contact my bank to get a back log form for additional charges. He told me that he would close the account and take my visa information out of the system.Then gave me a reference number. I contacted my bank as he suggested and my bank informed me that they can back log 45 days. I contacted Microsoft again and they explained that my account was closed and they will not refund more than 1 payment.

Desired Settlement: I would like a refund for the last 6 month payments that have been taken out of my account.

5/6/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Having on going issues with their IE 10 MSN site not working correctly Have given feedback and contacted online services for help with the MSN homepage not responding or working properly along with the **** ******* game app not working correctly after an update. They do not help to fix when contacting any. When on MSN homepage I go to news and want to watch the video of the news article and it keeps stopping and starting, but all the advertisements play fine. Just the article won't play properly. **** ******* game app updated now it won't open correctly have contacted **, Microsoft and **** *******s help sites and I get no help to fix their defective product.

Desired Settlement: Please fix the issues or get another computer that is the sane as the one I have. It isn't very old maybe 2 yrs. But it has not worked properly since I got it. All I want is for it to work right and I know they can fix it.

5/6/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On March 10, 2015, the business provided the following information:March 10, 2015Ms. ***** ******** *** *********** ******** Monroe, LA 71292Re: ***** Ground Shipment #********************** case #************ Ms. ********,On behalf of Executive Management at ***** ***** ******, I am responding to your BBB Case forwarded to my desk on 3/10/2015. First, I want to apologize for any inconvenience incurred in reference to the above damaged shipment. We regret any failure to perform to the high standards that our customers expect of *****.I have reviewed your case and our records indicate that no formal claim documentation has been received yet. Please contact the account holder (Microsoft) to submit the following documentation directly to me:-Claim form-Proof of merchandise value-Signed shipper waiver authorization letter permitting ***** to settle directly with youOnce this additional documentation is submitted to me directly, I will review the claim and process the claim accordingly. Once again, we regret your overall disappointing experience with ***** and certainly hope that we can look forward to serving you again, in the future, in a more favorable way.Sincerely********* ************** Management***** ***** ******Fax ************* have receipts that show the exact price of being $250. I will expect with this new information by ***** admitting that the delivery was not in its fullest that we can now move forward & get me the refund i am entitled to.

Desired Settlement: I will allow Microsoft the allotted time to resolve the matter with ***** to authorize them to send me the check for cost of item before i hand this issue over to the FBI for fraud investigation.

5/5/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: In early April 2015 I purchased a Mac and Microsoft Office Home & Business. Outlook does not work properly. Issues included the inbox deleting e mails I did not want deleted and not being allowed to create folders. Word closes on its own and Excel does not open. I called their support and was told I had to pay at least $99 or perhaps more depending on the level of coverage. I don't think its proper that I should pay any more money for a product purchased in the last 2 weeks which is obviously corrupted.

Desired Settlement: I would like a full refund.

4/24/2015 Problems with Product/Service | Complaint Details Unavailable
4/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Upon having issues with my laptop, Microsoft assured me if I pay $150 that I am guaranteed a proper repair and they have failed to repair on time. Microsoft tech support tried for 3 hours to fix my laptop issues through remote connect and failed so I was sent to the higher level of support and they failed to comply with my appointed time of April 3, 2015 6pm-8pm Pacific, so I followed up at 8pm exactly and I was told that I would be contacted within 2 hours from the higher tech support but by no shock I received no phone call form that division and my $150 is still not worth Microsoft's time. They have failed to uphold their part of the agreement and stick to their appointed time we agreed upon.

Desired Settlement: I want my laptop fixed and a full refund from Microsoft for not upholding their agreed time and date of tech support. I have emails of confirmation and SR number of my issues and appointment.

Consumer Response:  
Good morning,

 

I would like to inform the BBB that I have recieved a refund but I also had to use another party to fix my laptop.

 

Thank you 

******

Sent from my iPhone

4/22/2015 Problems with Product/Service | Complaint Details Unavailable
4/22/2015 Problems with Product/Service | Complaint Details Unavailable
4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Microsoft Surface Pro 3 128GB tablet in Jan 2015 to teach Math/Physics in my university. The serial number of the product is **************. On March 19, 2015, I heard some rattling sound inside the top right corner of the machine. So I asked a free repair from Microsoft support team because it is in warranty (the service reference number ***** *****). Microsoft asked ***** to pick up my tablet, which ***** did. During the picking-up, both the ***** employee and I took photos of the tablet to show that it was not damaged and the screen was completely fine. Two days later I received a call from *****, saying that Microsoft told them the machine had a broken screen and they would investigate. So apparently, the tablet screen was either broken during ***** transportation or during the time it stayed in the repair center. After calling Microsoft for many times, they eventually concluded that the broken screen was a customer issue because the package they received is not sufficiently packed, and they will not honor the repair unless I pay another 500-600 USD to replace the screen. Otherwise, they suggested me to contact ***** to ask ***** to solve the issue. My complaint is that, the package was just fine to send and ***** has agreed to the packing when they accepted to deliever my tablet. Otherwise, they would have not accepted to send. And in this case, Microsoft is the main service provider and ***** is its partner for delivery. For me, they are just one party because ***** is hired by Microsoft anyway. Now Microsoft is asking the customer to pay 500-600 USD to fix something Microsoft should fix for free, and yet her or her partners broke. How could this unfair thing really be done by such a large company?

Desired Settlement: I would like Microsoft to resolve the broken screen issue, and fix the rattling sound inside the tablet.If they can do a free replacement, I would also accept that.

4/22/2015 Billing/Collection Issues | Complaint Details Unavailable
4/22/2015 Billing/Collection Issues | Complaint Details Unavailable
4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I don't know where to complain about Microsoft. 

I bought Microsoft Office 2011 for Mac when it first came out - around 2011. I registered it in my name - ***** ******- and I am getting all the updates. But I do not have the old receipt anymore. 

I just bought a new computer. I had all the files transferred to the new computer. But Microsoft Office doesn't work on the new computer. I am asked to enter the product KEY that I don't think I ever had.

I have called Microsoft for Technical support, but they say I need to give them the KEY in order to help me.

There is no newer version of Office for the MAC or I would have bought one. I have the latest that there is for Mac. 

They seem to let me use my program if I pay Microsoft a monthly subscription fee! ??

I am at a loss. 

***** ******

**** *** ***** *** ********* ***

Stateline, NV 98449-2883

************* *************

 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

4/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The sale person told me that the warranty which has damaging protection on surface pro 3 would lasted three years. I repeatedly asked her "is warranty really last three years?" and she confirmed it . However, after I purchased the warranty, I found out that the warranty would only last two years.The sale person gave me an incorrect product warranty information which mislead me . Product_Or_Service: surface pro 3

Desired Settlement: Refund Since I was given a wrong information on the purchase of warranty.Three different options of settlements I would prefer. the first one is to return the whole products which have surface pro 3 and 300 dollars bundles at total of $1,890.89 to Microsoft store at non-penalty charge( no restocking fee). In other options,I would prefer to have the refund on the warranty or to extend my warranty to one more year.

4/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/4/2015 Problems with Product/Service | Complaint Details Unavailable
4/4/2015 Billing/Collection Issues | Complaint Details Unavailable
4/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Microsoft refuses to acknowledge my purchase of a 3 year Microsoft Complete extended Warranty. Microsoft charged my credit card on 07/22/2014.

Desired Settlement: Total refund

4/4/2015 Problems with Product/Service | Complaint Details Unavailable
4/4/2015 Billing/Collection Issues | Complaint Details Unavailable
4/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I Purchased A XBOX gift Card At A Microsoft Store In Plaza Americans In San Juan Puerto Rico Last Year August To Purchase Application From The Windows Store, I Redeemed The Gift Card Online Because On My PC The Massage Was The Following Your PC Is Not In The Right Region But I Was Told By The Woman That I Bought The Xbox Card From (" If I Was Not Able To Redeem The Card From The Windows Application On My Laptop To Redeem It Online So I Did, Well I Was Not Able To Purchase Any Application From The Windows Store, So I Called Microsoft And I Was Told That I Had To Add A Payment Method To Use Their Xbox Gift Card On Three Different Occasions That Since I Was In Puerto Rico That I Had To Add A Payment Method, And So I Did Not Want To Add My Personal Credit Card To My Account To Purchase Anything Since The Whole Purpose Of Buying The Gift Card Was To Avoid Using My Credit Card, This Year I Called Yet Again To ask If I bought A Prepaid Credit Card Would That Be Enough To Use As An Added Payment Method To My Account And I Was Told Yes, And So I Added A Prepaid Credit Card To My Microsoft Account, When I Did It Automatically Choose The Region To Puerto Rico, And The Gift Cards Region Is U.S.A As It Is My Spoken Language And The Microsoft Website Does Not Give A Person The Option Of Choosing English As A Spoken Language But At The Same Time Puerto Rico As A Region, So I Have Two Different Account With Microsoft To Purchase Application And I Was Told Today That The Only Way That I Can Purchase Application With The $25 XBOX Gift Card Is If I Take A Trip To A Region In The U.S Because Both Cards Are In Different Regions On One Account, Which Makes No Sense To Me At All, This Has Been Call After Call After Call And This Is The End Results From Microsoft Customer Service , And Now I Am Told To get A Refund I Need To Prove That I Purchased The Xbox Gift Card Which Is On My Microsoft Account, And In Every Call After My Initial Calls I'm Told Lies After Lies.

Desired Settlement: I would Love For This Issue To Be Resolved In Some Way,But Microsoft Say This Can Not Be resolved In Any Way, My Microsoft Account Is (********@outlook.com)And What Makes Matters Worst Is The Fact That They Make It sound Like They Care By Calling The Issue An Escalation which Means Nothing Because It Lead To Nothing .

4/3/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/1/2015 Problems with Product/Service | Complaint Details Unavailable
4/1/2015 Problems with Product/Service | Complaint Details Unavailable
3/31/2015 Problems with Product/Service | Complaint Details Unavailable
3/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Microsoft Assure Software Support 1-yr Service Plan purchased at online Microsoft Store is advertised as completely risk-free: "You may cancel this Service Agreement at any time. To arrange for cancellation of this Service Agreement, call the Administrator at ************ toll-free. If You cancel within the first thirty (30) days after purchasing this Service Agreement, You will receive a 100% refund of the full purchase price of Your Service Agreement, less any claims paid or pending."I called this number today to cancel my plan within 30 days and spent two hours on the line talking to 14 different people. Everyone of them refused to process (or even discuss) a cancellation. I was tranferred, put on hold and hung up on.

Desired Settlement: I would like Microsoft Store to abide by it's published Service Agreement and refund my order #****** ****** ******.

3/31/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am having trouble having Microsoft honoring the warranty on the headset that I have purchased from Microsoft. The item was purchase 1/17/15. According to the book, the warranty is valid for 90 days for normal wear and tear. The headset quit working on March 12, 2015. I called Microsoft on 3/18/2015. After speaking to the first lady, I was transferred to the parts department, who then transferred me again. I have spoke to ******* who after discussing the issue and arguing over the warranty put me on hold to actually find out what the warranty is. This item is covered under a minimum of a 90 day warranty. My phone called lasted for 60 minutes in order to get a company to honor their warranty.It is unbelievable the fact that their our employees due not know the warranty information and clearly this is their attempt to keep from honoring their warranty.

Desired Settlement: I would like paid $1 for every minute that I have wasted on the phone for their lack of knowledge. So I would like a payment of $60 for their deceptive practices.

3/29/2015 Billing/Collection Issues | Complaint Details Unavailable
3/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I created a second account a while back and for almost two months have had ZERO luck cashing out OR getting help through support and email channels.I need someone to contact me directly who is empowered to FIX Microsoft award delivery issues.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I wish someone to call me to investigate this issue, get me my points and rewards properly credited and fix this issue.

3/29/2015 Problems with Product/Service | Complaint Details Unavailable
3/29/2015 Problems with Product/Service | Complaint Details Unavailable
3/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased Surface Pro 3 on August 24 (that is the date of my order confirmation). There were no problems out of the box, and no problems up until January. The device's screen has began to come free of the frame. This was realized on January 16, I contacted their tech support on January 20. I am not sure as to how long this was a problem before i realized, as over winter break the device wasn't in use much because i use it mostly for college classes. After speaking to a representative I was either mistaken or misguided on the next process, which was their exchange process. Now, it is over a month later and the problem still hasn't been fixed. They ignore my concerns, and ignore my emails completely. They assume that this should be fixed using my time and/or money, not theirs. The time I've spent on the phone and the amount of emails I've sent is absurd, and now they will not even reply. I have not gotten extremely angry or used any profanity or any such behavior, so their reason for not responding can't be for any legitimate reason.

Desired Settlement: I would like my product replaced with a more reliably product, or i would like a full reimbursement. If i have to go through with an exchange, if it must be an exchange for another device, i cant send mine in before having one too replace it due to using it for every class im currently enrolled in.

3/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased Ad-free Outlook.com service from Micrsoft, and the ads remained in my Outlook.com account. Contacting billing support, they verified that my subscription was active and correct, so they tried to push off the case onto technical support, and gave me two phone numbers to try, which I tried IMMEDIATELY while I had billing support still in session. Both phone numbers given to me for technical support IMMEDIATELY informed me that I had to contact Billing support, and that the technical support numbers I had called could not help me. As a result, all that could be done was to have Billing support cancel and refund the service. From what little research online I've done about this, this is all too common an occurrence, with users just being bounced back and forth between billing and technical support until they just give up and cancel the service, and then only if they're lucky enough to cancel within the first month. Microsoft is effectively selling no service, and counting on users not picking up on that until it is too late.

Desired Settlement: The ad-free service I paid for, with the ads actually removed, technical support ACTUALLY available, the broken cobranding bar in my Outlook.com site fixed, and an apology from Microsoft for making me have to go to such great lengths to get the service I paid for from them. A company as technically capable and renowned as Microsoft should not be doing this to their users.

3/29/2015 Problems with Product/Service | Complaint Details Unavailable
3/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/29/2015 Problems with Product/Service | Complaint Details Unavailable
3/29/2015 Problems with Product/Service | Complaint Details Unavailable
3/29/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
3/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased Pro-Surface 3 Tablet, Via Phone 800# on 31 Dec '14, Received product approx 4 Jan '15. Noticed a rough surface edge around one corner of product. Called in to cust serv., was told to send back, minus charger, + stylus pen. Received back another Pro-Sure 3 on 2 Feb. '15, found to show have a hardware problem stated on tablet screen. Called Cust. Serv. back again, + Have been awaiting Info. on what is compensatorily going to be done for said/stated problems. This keeps getting more complex + confusing as the days + weeks go by?! Was not told before sending first unit, that I woudl not receive back another product contained in original product box.Just told about company policy for not point so, because returns go to other locations or whatever?! Makes no sense to me for a company of this stature + size to have such S.O.P.'s. Customers should have the right to receive a returned new product in original pack;g if requested, period. In the meantime to throw more gas ont he fire, we had two computers, + two cell phones covered fro virus protection, via Webroot disc used, for a two year period, at a cost of $130+? The first pro-surface ordered mad it 5 devices covered, which is maximum coverage for virus protection. So, now we have been hagling over compensation back for this issue also. I have spoken to a list of many people at various location throughout the world, U.S.A., India, Phillipines, Etc. I have **** + ******, Cust. Serv., ****, ****, *****, Microsoft Store, Etc. Latest provided reference #'s are ********** mc/sft Store *****, ********** cust. sv ****, ********** with a ****, + ********** with a May? on this past Sunday 15 Feb '15, I was on the phone with another cust. Sv. pro. Surf 3 person, which I don't remember him stat'g who he was, for his mainly kept me hold for most of 20-30 min while he was supposedly try'g to get someone further up the line to handle this. He wouldn't even try to confirm if any of these past names mentioned were available Sunday or not. He ended up tak'g my phone number, to call back, for which I am still wait'g. Last night at 7:30 our time Microsoft # ************ called, but when i answered, no one was there? I have tried call;g corporate # given on application, but w/o a name to give, it reverts back to 800# menu, ETC. I have neverk nown a company of this nature not to have a cust. relations office +/or someone at headquarters off's that can be readily reach'd. I feel this is sufficient for now, have furthered my headaches over this in hav'g to tell + write a novel over + over again. please call # on app.'n if needed for anything further. Thanks

Desired Settlement: I expect same promotional discount of $100. Off, plus compensation for ongoing problem so far in receiving another item, Plus comp for virus protection wasted on two faulty items. Approx another $250 off?!

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have called Microsoft over 3 times to get a simple issue resolved because I did visit your support websites and they did not help. I have called * ***** ******** multiple times and I have been getting hung up on by your Indian over seas people. All I called for was to get help with the fact that my icons kept moving to the center of the desktop screen once my laptop is turned back on. This is a simple resolution that I seem to not be able to receive because these so called "customer service reps" keep hanging up on me. THIS IS CALLED CUSTOMER ABUSE!!!!!If they are not going to do their job then they don't need one. Hire in the UNITED STATES!!!!

Desired Settlement: I want to speak to someone with a higher title that is American to tell me that this issue will be resolved. Those people truly need to be fired and I deserve an apology. I will also share this comlaint with EVERY social media outlet that is available because obviously my money does not need to go to microsoft is they cannot respect the customers that are making them rich!!!

3/20/2015 Problems with Product/Service | Complaint Details Unavailable
3/20/2015 Problems with Product/Service | Complaint Details Unavailable
3/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Broken promises, assaults on my character, unhelpful staff, 3 days of calling with no resolution and even less help. I pre-ordered the Halo: Masterchief collection game for Xbox one on the Microsoft store website on 11/7/14. There was a promotional bonus that was supposed to come with the game of $10 in Microsoft points, a bonus code usable for downloadable content in game of a special "skull" that gives bonus abilities, as well as a license plate frame for your car and window decal sticker. According to the website, if you ordered the game by 2pm pdt on 11/7 it had guaranteed release date delivery. I placed my order seconds before 2pm on 11/7 and expected to receive all promises made on the site. on 11/10/14 I decided to check my order status expecting to receive a tracking number I could follow. When looking, I noticed that the site had shown my package to not have been shipped yet, so I contacted customer service via the chat now option on the website. My husband and I spoke to a woman on the chat who promised me that my game would arrive on 11/11/07 (the release date) because it was being shipped out that moment and assured me I had nothing to worry about. She gave me the following case number: **********. On 11/11/14 I decided to again check the website expecting to see my tracking number because the previous customer service rep had promised me that my item was again shipped out. Upon looking I noticed that yet again my package had not even shipped, so my husband and I once again contacted customer service. When asking for help I was hung up on. Irritated, I called back speaking to another rep whom I informed I was recording our phone call. He had no issues with this. That rep told me the package hadn't been sent, he could offer no information, and insisted that their site had never had a release date guarantee of any sort despite the fact that I saw it and that multiple other sites were advertising this "great deal" from Microsoft. After an hour of arguing and him asking me to prove that they ever had such a deal, I asked for a supervisor. I told the supervisor what had happened and received no apology or help. She insisted that while they did have the guarantee (despite the previous rep's insistence it had never existed) that I did not qualify for it because although I ordered the product by 2pm in my time zone, it would have been around 4pm in her time zone. I informed her that the site said by 2pm PDT which is 2pm in my time zone. She argued that I was wrong, she could do nothing, but she would escalate the case and someone would eventually help me maybe. I asked to speak to her supervisor. When he finally got on the phone, 2 hours into my arguing with reps over what their website promised, he informed me he didn't want to be recorded, said that despite everyone else giving me the ok to record them that I was not allowed to record the conversation, and hung up on me. Because I was hung up on I do not have a case number for that 2 hour+ phone call. I called back, asked to speak to a supervisor because at this point the way I had been being treated was really appalling especially when considering that I had previously been promised my game would arrive as expected on 11/11/14. I spoke to a woman named **** whom could do nothing for me including cancel my orders. After about an hour of talking, she agreed to give me a code for a free downloadable game of my choice, but that it would take 24 hours. I had her send me an email because at this point i no longer believe anything this company says. She promised to get back to me and gave me a case # **********. 24 hours later, no code or call back, though I still have the email promising to give me a code. Day 3 I log on to the site and see they have canceled my game order, I now will not receive the bonuses and it is too late to order and receive them from another company. I call back, case # **********, am told I may not receive what **** prom

Desired Settlement: At this point because of all the trouble I have been put through, I would like to receive the code for a downloadable game of my choice that **** had promised me, as well as the pre-order bonuses that I can no longer get from any other source since Microsoft and their team had made me believe I could "trust them" and their promises. I would also like a sincere apology for putting me through all the trouble, being called a liar when quoting their site, and broken promises made by customer servic

3/20/2015 Problems with Product/Service | Complaint Details Unavailable
3/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a brand new/unused Microsoft Surface Pro that has a Microsoft Global warranty, and received it on or about February 5, 2015. I specifically asked if the unit was new and unused, because I cannot have a remanufactured unit. I have the emails assuring me that the unit was 100% new, unused, and under Microsofts factory warranty. I would not have bought this device if I had not had this guarantee. I verified the warranty with Microsoft, purchased the unit, and registered it with Microsoft. The serial number is xxxxxxxxxxx. I needed a keyboard to type with, so I ordered a Microsoft Power/Type cover before using the device. After it arrived the instructions said to upgrade the operating system first, which I tried to do. On March 5, 2015, after having trouble upgrading the system, I contacted Microsoft support, because I have purchased their full service support program and the unit is under warranty. The woman tried to resolve the issues, but the after getting some warning codes; she told me that the unit would need to be replaced as it had a defective operating system. She said I would get either a new surface pro 2 or a new surface pro 3 as a replacement because my unit was no longer being made, however was still brand new. I had not had this unit even 30 days before discovering it was defective, so I followed her instructions and returned the unit to Microsoft on March 4, 2015. This conversation is reference #xxxxxxxx. I was happy however, the next day called to see if instead of sending me a i5 processor with 128 gb, if I could upgrade to a i5 processor with 256 gb unit, and I would pay the difference. The person I spoke with said I could not and informed me that I would be getting a rebuilt unit back, not a new unit as promised. I explained that I had not bought a refurbished unit; I had bought a brand new, never used unit, with a Microsoft warranty. I had not even had the unit 30 days and never got to use it because I had to order a key board. He would not discuss the issue, and insisted I would be receiving a rebuilt unit, but said they would buy back the replacement unit they send me for $200, or something like that, credited to a new unit. I explained how insulting that was because I had just purchased the unit new and paid 3 times that and never even used it, but now it was only worth pennies. I asked to speak to a supervisor and he hung up on me. This happened on 2/5/15 at 1022 reference code xxxxxxxxxxxxxx.I called back but was told to call back in the morning. On 3/6/15 I again spoke with the surface return department and was again told that I would get a refurbished unit. I asked the representative why would I buy a new device and then accept a rebuilt one when I had not even used the computer I bought, and he said in a condescending tone, why would you is right. He continued telling me how great the rebuilt units were but refused to listen that my unit was less than 30 days old when it was returned it, at the instructions of Microsoft agent. I spoke with a supervisor who said he was the head boss of Microsoft returns (no one had more authority than he had, and he had no supervisor) and said that I would get a rebuilt unit, and that was all he could tell me. I am very unhappy with the customer service I am receiving. I want to reiterate the fact that I cannot have a remanufactured unit, for several reasons, one being that I bought a brand new one and paid good money for it and had it less than 30 days before discovering it was defective, and was told to return in to Microsoft. Additionally, because the Microsoft representative said to send it back to them, the time past to return it to the company I purchased it from. Other reasons that prevent me from purchasing a remanufactured unit is personal, however these reasons are equally important to me.Microsoft records calls so the first call was recorded. She promised a new unit and I would have not sent it to Microsoft if she had said I would receive a remanufactured unit, and would have instead returned it to the company where I purchased it.

Desired Settlement: I want a new unit to replace my new unit, not a remanufacture unit. I should get a product that is of equal or greater value, not a rebuilt that is a lesser value. I was told by the Microsoft Representative that I would get a new surface pro 2 or surface pro 3.

3/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased the Microsoft Band. The product comes with a one year warranty against defects in workmanship. Separately, I purchased Microsoft Complete, an extended warranty option that adds one additional month of warranty against defects in workmanship, and a one-time replacement for physical damage to the unit for issues outside of the warranty. The battery covers on the device, which is advertised as water resistant (safe for washing hands, rain, snow, sweat, and splashes), are separating, exposing the compartment where the Li-Ion battery is housed. Microsoft says that since there is no "safety concerns", if I want to replace the unit, I must do so under the one-time replacement. My concerns are not that there is a safety concern, my concerns are that the batteries health and longevity are doomed if dirt, dust, and moisture are allowed to get to it. Microsoft refuses to replace the unit, inconsistently stating that it is cosmetic damage, normal wear and use, a defect, and/or working as designed.

Desired Settlement: I want my device replaced under the factory warranty with a new, or like new refurbished device, as stated in their warranty.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: For the past month I have exhausted my options in contacting Microsoft Technical Support (Escalation Department) with an E-MAIL CLIENT ISSUE. After running my diagnostics and consulting with both ***** Support and ISP Technical support team by way of remote access, we were able to assess by process of elimination, it appears that Outlook is causing the e-mail client issue. I am unable to send any outgoing messages and this was a direct result of several software updates marked critical. I can no longer use my ***** MAIL since it appears in conflict with Outlook. Therefore I am now unable to use any of my e-mail applications to send messages and for me time is money, this time is wasted because Microsoft refuses to support their software. I tried filing a complaint but Microsoft refused even though this is their application. I rang Microsoft and spoke with many abrasively rude Technical Support representatives in the Philippines and all I got was ATTITUDE for my trouble.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to engage Microsoft's Tier 3 Global Escalation team to assist me with my issue since I am unable to access my e-mail and I have successfully worked with them in the past.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been dealing with Microsoft on a crashing computer for 6 days now. I have made it clear the computer is for business and I need to get it fixed ASAP. My calls have been dropped several times. The techs Tell me they will call back and never do. There is no one that is accountable there, that will help me through my issue. I have pleaded with them to help me resolve my issue and have been ignored. This is the worst customer service I have ever dealt with in my life. Please help!

Desired Settlement: I paid 150.00 for their service

3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: MSN they are playing some kind of game thing with me and I don't like it. I sign in and then they delete it and they want me to sign in again. I do not have time with there silly games. I don't have time and my emails are important.

Desired Settlement: I think I deserve a big gift card for making me so mad. There messing with my family personal lives. My dad has been ill and I need to hear what is happening. There making me so mad. Which is not good for me because I am diabetic and stress can cause my blood sugar to go high and can have a diabetic seizure.

3/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased microsoft office several years ago and recently had to get my computer refreshed. I lost my microsoft office. The product key that i have, which had been on my account for several years all of a sudden does not work, mictosoft is claiming that the product key is for china. this is the same product key that i had on my account for several years in AMERICA

Desired Settlement: A microsoft office priduct key that will work in AMERICA

3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 10/16/2014, I signed up for a 30 day free trial of Microsoft Office 365 ProPlus. I used the program a few times over the next few weeks, and each time I tried to log on, I had problems. Once I was finally able to log on, I continued to have problems navigating the site and felt like the troubleshooting help I used, just took me in circles. Needless to say, I was NOT interested in subscribing to the program. Any time I sign up for a free trial, I post "trial end date" on the edge of my computer screen, to ensure the free subscription is cancelled ahead of time. My 30 day trial ended 11/14/2014, so on the afternoon of 11/12/2014, I signed in, (after 15-20 of sign in problems), and navigated my way through the long tedious process you are forced to go through to cancel your trial subscriotion. It was the most frustrating subscription I've ever had to navigate through. When you finally reach the action where you can finally select to "cancel subscription", you are then lead to a section to "revive dates" and provide feedback. By the time you finally get this far, the only feedback you feel like providing is "cussing loudly. When I confirmed my trial, I exited out. On 11/25/2014 Microsoft debited a $9.99 fee from my bank account. Knowing I had cancelled and they had no business withdrawing any money from me, I immediately got on the phone and called them. I was transferred from 1 person to another and on hold for over 30 minutes before I was finally pur through to the person who supposedly was going to ensure no fee was withdrawn from my account again, and going to reimberse me the $9.99. I was then guaranteed the account was cancelled and once again transferred and put on hold waiting for a service rep to reimberse me my money. After being on the phone over 45 minutes, my call was cut off while still waiting for the rep to pick up my call. I was so mad, I wasn't even going to go through that again for my money back. Then on 1/3/2015, they took &9.99 fee again, and &9.99 again on 1/25/15!!

Desired Settlement: The poor customer service I was forced to endure, along with the minutes I burned up on my cell phone being transferred to 3 different service reps, and being put on hold each time was terrible business. I'm sure nothing will be done about that, but, monetarly they owe me &30.00 for the 3 illegal fees they debited from my bank account.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: At this point in time, I am demanding an optical disc or discs for the Windows 8.1 64 bit operating system that comes with Windows Product ID#: 00258-60131-43184-AAOEM. The "Product Key" for my Windows 8.1 64 bit is *****************************. I called **** (at ************) on 2/24/2015 about this matter. The rep at **** told me, the end-user, to create the installation disc myself. **** does not sell these discs. I want a disc but without any "bloat-ware"! If I were to create a disc from the **** laptop, then it would still contain the bloat-ware. The computer is a very low-end model, and it is already slow enough! And neither does Microsoft sell or provide the Windows 8.1 64 bit disc as a replacement. So, this makes matters even worse. I was not able to find the Product Key anywhere within the operating system until I installed the BelArc advisor. This is inconvenient. When I searched the registry for the product key, I don't believe I found it even there. Please refer to the **** product details. UPC: ************; SN#: ***************; Model#: T200TA-C1-BL; P/N#: ***************. For proof of purchase, please refer to *** ***** ******* order details. Order number: **********; Billing Address: ****** ******** ** ***** ******, Westfield, Massachusetts 01085, USA, ************; Card Type: American Express; Card number: xxxxxx-****; UPS#: ******************; Scheduled Arrival Date: 02/24/15; Item: AST200TAC1BL; Item Description: 64GB eMMC T200TA Transformer Book (Blue/Silver). You can contact *** at ************ to verify this order is indeed valid. Or you can email *** at ***************.com. In all, I am asking - at no charge - for the Windows 8.1 64 bit disc. I am not sure whether I am running the regular version of the professional version. Please find that out too so that I don't receive the incorrect disc. I mean, Microsoft could even provide a download link to reduce carbon footprint! Why is that too much to ask for?! Just a download link to download the operating system but without all the bloat-ware! And yet that is too much to ask for? The technical support at **** is uncooperative and rude at times. Essentially, there is just one person handling the bulk of the BBB and AG complaints. Customer service these days is a joke. And it is all deliberate too. Microsoft refuses to respond to BBB complaints.

Desired Settlement: At this point in time, I am demanding an optical disc or discs for the Windows 8.1 64 bit operating system that comes with Windows Product ID#: 00258-60131-43184-AAOEM. The "Product Key" for my Windows 8.1 64 bit is*****************************.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On MLK day I sent my controller for my Xbox off to be fixed via ***** and they signed for it three days later. I called ***** and they said Microsoft received it 01/22/15. I have called numerous times and they say that they do not have it even thought ***** has documented that it was delivered. It was mailed to Microsoft McAllen,TX. I tried to return the product back to ******* but they would not accept the return because the box was already open.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this company to return the controller or reimburse me $349 for the system that I bought and was already broken.

3/12/2015 Problems with Product/Service | Complaint Details Unavailable
3/12/2015 Problems with Product/Service | Complaint Details Unavailable
3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 1. On 2/5/2015 I tried to upgrade from Microsoft (MS) Windows (Win) 8.0 to Win 8.1. It did not work as MS advertized via several of its blogs and knowledgebase offerings.2. The install process for Win 8.1 was ineffective so I sought support from MS website. This process started 2/6/2015 at 8:46 AM and stretched to 2/13/2015 at 8:45 AM. It should be noted here the timeline was not ongoing. There were times during that week I was informed a technicion would call me, but never did. On one occasion I thought a tech was working with me, only to find they had logged off and gone home (someone with the logon name of ******). After a string of technicians could not assist me effectively, Service Tech ***** ****** who informed me she had "taken ownership" of my problem, finally got 8.1 to install by remote Logmein desktop control. At that juncture I began receiving automatic updates. After one of those updates my system began bogging down execution wise. E.G. pressing the Start icon took upwards of 30 seconds to more than a minute to respond to the mouse click on it.3. The following day my system began slowing relative to booting and application execution. For example, booting now takes an average of 6+ minutes, and opening apps takes 1-2 minutes. Win 8.1 said it was reinstalling. I did not institute a reinstall, only a restart when my system hung. On 2/20/2015 at 10:49 AM I called MS Support and spoke to ****** who took my problem description and then informed me I would have to "unfortunately" pay for support. PROBLEMS MY SYSTEM IS EXPERIENCING SINCE WIN 8.1 INSTALLED (THE FOLLOWING NOT ALL INCLUSIVE):1. C:\windows\system32\config\system profile\desktop is unavailable2. Microsoft Visual C++ Runtime Library Runtime Error Program: c:\windows\explorer.exe has required the Runtime to terminate3. Systray: Failed to connect to a window service (the System Event Notification Services service)4. OTHER PROBLEMS INCLUDE BUT NOT LIMITED TO: A. C:\WINDOWS\WINSXS\CONHOST.EXE abend B. My 1-TB hard disk's free space dropped from 300 GB to 24.5 GB after 8.1 reinstalled itself. C. Cannot turn on MS Windows Defender or make it automatically start D. Cannot create restore points manually e. some Event triggers not working Product_Or_Service: Windows 8.1

Desired Settlement: DesiredSettlementID: Other (requires explanation) Desired Resolution: To have Microsoft assist me with Win 8.1 installation so that it is running efficiently and effectively without losing current data files. The reason is that are other computer systems I am contemplating upgrading to Win 8/8.1 so that the migration to Windows 10, which I am currently running and evaluating on a test system, will be challenge free, if at all possible. The tech takes control of one's system but does not explain what they are doing to negate me calling MS.

3/12/2015 Problems with Product/Service | Complaint Details Unavailable
3/12/2015 Problems with Product/Service | Complaint Details Unavailable
3/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have attempted to cancel an XBOX Live quarterly account subscription on two separate occasions with no outcome. In October I attempted to remove the credit card on file to discontinue billing of a service no longer in use. I was assured my card information had been removed therefore I would receive no further charges but I was not able to receive a refund due to not having my son's gamer tag. In February the same card was charged and I contacted the center, initially my call was disconnected, the second rep hung up/disconnected the call, and the third rep assured me, after 2.5 hours at this point, that my card had been removed, the account cancelled, and a refund issued. The rep emailed me in five days to verify the refund had ben issued, it had not so she forwarded the information to a senior account specialist. I checked today, still no refund and the consumer refund ticket has been closed out as completed. I have not received a refund, I am ordering a new card so that I do not get billed in the future and I have no way of verifying any information due to not having an account any longer.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a statement verifying that my account no longer exists and has been closed. I want a refund of at minimum the most recent charge of 24.99, but would prefer the refund of the initial cancellation call in October of 26.88 as well.

3/12/2015 Problems with Product/Service | Complaint Details Unavailable
3/12/2015 Problems with Product/Service | Complaint Details Unavailable
2/26/2015 Problems with Product/Service
2/26/2015 Billing/Collection Issues
2/26/2015 Problems with Product/Service
2/26/2015 Billing/Collection Issues
2/25/2015 Problems with Product/Service
2/25/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I need Microsoft Product Support Services. For the past 48 hours I have been experiencing Technical issues on my Mac - most specifically with my Office productsstating my database in damaged. I cannot take snapshots since it triggers error messages, It started with a Microsoft Error Reporting message that continually appears, followed by a Microsoft Word Error Report, a Word Error Report whereby I cannot save screen shots (I used my camera instead) and a message stating THERE IS A PROBLEM WITH THE OFFICE DATABASE. Based on past experience if either ********** and ****** are available I would prefer to work with them since they are efficient in resolving my issues in your Global Escalation Department since they are familiar with ***** computers. If at all possible, I would prefer to work with them since they have never mis-directed me and seem familiar with the protocols involved with resolving my technical issues which cannot be handled at a local level. I have painstakingly cleaned the database, cleared everything off of my HD, completed every troubleshooting effort and the status remains the same. I cannot access any of my data, emails or word products. Thank you. Product_Or_Service: Microsoft Office Mac 2011 Home & Business

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am seeking an Advocate Specialist to escalate my issue to the Technical Escalation team since your Technical support team is not equipped to manage or navigate my computer issues. Based on my past experiences the technical support available at a national level is inexperienced and makes my issues far more complicated by making assurances they are not experienced to offer, creating major issues to my operating system, therefore, i want an experienced Tier III engineer to resolve my issues.

2/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a surface pro 3, and it malfunctioned.The company refuses to give me a new product. Instead, they want to give me a refurbished product. I did not purchase a used product.

Desired Settlement: I want my Surface replaced with a new product. I have spent hours with Microsoft on the phone. I spent over a 1,000 on a product that I am not done paying for and they want to give me a used product.

2/19/2015 Problems with Product/Service
2/18/2015 Problems with Product/Service
2/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased 360 University for my wife for her new laptop because she went back to school. When I tried to install it I had to verify what school she was attending through the academic verification process. She is going to a community college, so they do not provide her a personal email. So I had to email in documentation showing she is attending college, believing that it would download the software as soon as I sent the documentation It didn't, so I contacted customer service to find out why I couldn't download the software. After being on the phone for over an HOUR and transferred four times I was told there was nothing they could de. That it would take up to three days for them to verify the documentation and would send an email. It just sounded to me like everyone I talked to was just tying to pass the issue to someone else. That was on January 20, 2015. I called again today February 2, 2015 and again I was on the phone for over an hour, and again I kept getting transferred, and again nobody was able to help or wanted to help. I paid for this product, I should be able to use it and not have to go through this ridiculous process to install it. Dealing with Microsoft is the worst customer experience I have ever dealt with. A company with all this technology cant figure out how to activate a product of theirs that I paid for. It seems just because they are a large company and provide a product that unfortunately is needed, they don't have to take care of customers that spend hard earned money on their product. I would be embarrassed to work or tell people I work for Microsoft

Desired Settlement: To activate the product I purchased with out having to go through the ringer to activate it and compensated for the more than TWO hours I spent on the phone dealing with their customer support, technical support and billing/account department.

2/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Several years ago I purchased a video game (Age of Empires III). I have since misplaced the first disk of three, which is required to install and play the game. I still have the original packaging and the product key, which is my proof of purchase and license. I spent 2+ hours on the phone today being transferred between various Microsoft call centers trying to request a replacement CD so I could utilize my product. As stated, I have purchased a license, I should be able to use the product.

Desired Settlement: I am seeking replacement CD (number one of three) for Ages of Empires III.

2/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When a **** laptop with the **** Media Direct button on the laptop upgrades to Windows 7 Microsoft PC operating system the consumer takes a great risk that they will have serious problems if the **** Media Direct is pushed. Over half of all PCs are using Windows 7. The likelihood us great and it has never been fixed. I may be losing thousands of pictures and documents. 64 gigabytes of data just because I have the popular dell computer and exstremely commom Windows 7 operating system. The **** was made prior to the Software or **** would be the subject of this complaint. Customers are sharing problems and no warnings or remedies are written to windows 7.

Desired Settlement: I need a trained technician to recover my data and rid me of future problem and the fix offered to the masses as well. We paid for these alot for these products and trusted valuable data bto be stored and manipulated by them. They need to be creditable.

2/16/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/16/2015 Advertising/Sales Issues
2/16/2015 Problems with Product/Service
2/12/2015 Billing/Collection Issues
2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unauthoried install of Windows 8.1 which caused issues with my computer and repair expenses. At the end of November 2014, Microsoft tried to perform an unauthorized install of Windows 8.1 on to my computer, which caused my computer to freeze up. I never did anything to initiate the download it starting running as an update. I spoke to a Microsoft tech and was advised that I would need to do a Refresh to get Windows 8 back. I did the Refresh, but what the tech failed to tell me was I would lose all my applications that were pre-installed on my HP computer that I purchased from ******** in 2012. Those applications are... Microsoft Office, Quicken, and Norton. I did purchased Quicken ($39), but did not purchase another version of Microsoft Office, as I think they should replace it since their tech failed to inform me I would lose all pre-installed applications when I did the refresh. Then a couple of weeks later, I got a message on the computer that Microsoft was going to install Windows 8.1 again. The only option it gave me was to delay the install for 4 hours, which I did. Never was there an option not to do the install at all. So after 4 hours... it did the install again... with the same results... mu computer froze up. I have talked to numerous techs and sent several emails to the Level 2 techs that are supposed to be working on my problem. I have not received a reply to any of my calls or emails. My case number is SRXXXXXXXXXXXID - pc unable to start after upgrade Product/Sub issue On January 4, 2015, I finally had to take the computer to my own tech so the information on my hard drive could be recovered. He did another Refresh to get my computer working again, which cost $100. My tech attempted to get the Product Key Code for Windows 8 from Microsoft via the automated system and when he provided the information from my PC he was told that the information provided was invalid (this may be due to a new mother board that was installed in April 2014) and Microsoft needed to be contacted to get a new product key code. My tech told me Windows 8 will work for 30 days and I will be asked to activate it again, which requires a new Product Key Code.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Everyone I spoke to at Microsoft insists that I have to purchase a new Product Key to re-activate Windows 8. I refuse to purchase another Product Key as Microsoft in completely responsible for this entire situation. The least Microsoft can do is provide me with a Product Key and a version of Microsoft office to replace the one was lost when the original Refresh was done. I would ultimately like them to provide me with these and reimbursement me for my expenses in the amount of $139.

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft locked me out of my Office 365 University account. I called/emailed and provided emails, receipts, and banking records to prove that I am the owner of the account. They even sent me a code through a text to the phone on the account, which I verified. After many emails and phone calls, the rep agreed that I had verified my identity and agreed to move my account over to my new email. They sent email instructions on how to redeem "tokens" for the product, but failed to provide the tokens. Repeated phone calls and emails have not resolved the issue. Microsoft cancelled my original account, but failed to provide access to the product which I paid $79.99 for and was to last 4 years. Reps repeatedly promised that a supervisor would return my call, but never did. This process has been going on for two weeks now. I am a student who needs access to my office account for school. Microsoft has insisted that the email with the tokens was sent. It was not. It is not in spam/junk, etc. How mysterious that I have received all other emails from Microsoft, but not the one with said tokens.

Desired Settlement: I either need a full refund of $79.99 so that I may repurchase the software or access to my Office 365 University software.

2/11/2015 Advertising/Sales Issues
2/11/2015 Problems with Product/Service
2/11/2015 Problems with Product/Service
2/10/2015 Advertising/Sales Issues
2/10/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service
2/9/2015 Advertising/Sales Issues
2/9/2015 Problems with Product/Service
2/9/2015 Billing/Collection Issues
2/9/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: purchased Windows 8.1 to replace Ubuntu operation system on laptop. launched system and the first thing was pop up with upgrade needed for drivers. this pop up contained microsoft logo. I down loaded this upgrade so I would be up to date so I could download virus protection and office. This download contained a Virus. Now microsoft requires that I spend the price for a subscription( that rivals the cost of the operating system ) to remove the Virus. I asked that they do this service for free because I launched an unprotected system, doing upgrades that were asked of me so I could protect my system and purchase Microsoft programing.

Desired Settlement: Please remove the virus for free. Give future users notice that this is a possibility at start up

2/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 1/21/15 I attempted to contact Microsoft for assistance in resolving an issue with one of there products. I went online and found no help on any of there websites. In searching for a phone number, which they do not give, I was routed to support.microsoft.com. Once there I went through the motions to "chat" online with an adviser. After waiting for an hour with no response I tried again. Another 1:15 and still no adviser. I called 2 different phone numbers that lead me through several ques and finally disconnected the calls. However, you can easily reach someone if call the sales line and want to buy a product. When I did reach someone in sales she said she couldn't help but would connect me by phone to support. I gave her my name and number - she called me - said she would connect me and put me on hold. After waiting on hold for 28 minutes the call suddenly disconnected. I spent over 3 and a half hours trying to reach someone with microsoft and never did. I still have not been able to get the onedrive to work which as a result is holding my personal and business files hostage due to my inability to access them. It is criminal that microsoft is allowed to take over 80% of the market share and as a result they don't have to provide adequate support. As further proof of their unwillingness to do so, they now have their product agreements include a clause banning any class action suits against them. Now they really have no motivation to do whats right.

Desired Settlement: I need immediate help in restoring my files and for Microsoft to make a legitimate and measurable change in how they provide service to their clients.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: product no longer working I purchased Microsoft office 2010 from best buy. installed it in my computer everything worked fine. all of a sudden it stopped working when I got a virus tried to reinstall kept getting error message saying product key code error finally after SEVERAL attempts to get through to somebody at tech support and they say my key code is only for outlook I still have the original MICROSOFT OFFICE package I bought

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my Microsoft office to work or refund my money plus my time having to deal with these idiots that put me through the endless circle of the corporate maze.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received two separate sales call from the number XXX-XXX-XXXX, once on September 4th, and the other August 27th from an individual, claiming to be ****** ****** from Micro Soft. The first call from his center claimed that they need to get access into our home computer to do some repairs. We did not allow or inquire about this service. He insisted on getting access to our computer via telephone instruction, and we continuously refused and asked questions. He ended the call calling my wife bad name. Today's call claimed to be from Micro Soft Windows Refund Department (same individual). They wanted to issue a refund for a reason which we did not understand or even look into. This same person claiming to be ****** ****** used abusive language to my wife. I called this number to inquire why they are calling our home, and pressing hard to sell something we do not need, and why they are calling my wife bad names. This person then used profanity against me on several occasions during my conversation with him. We do not believe this individual's name is actually ****** ******* but from east Indian descent as noted by his accent. Product_Or_Service: Computer Technical Support - None Purchased

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation) We would want for Micro Soft Corporate to look into this call center, and prohibit this abusive and likely fraudulent business practice. This call center should be shut down for business, and the individual should be reprimanded. He expressed significant professionalism, disrespect to me and my wife, and should be terminated from his position.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I made a valid Purchase for Microsoft Word, I changed internet providers, now Microsoft tell me they are unable to download Microsoft word to my new email address because I changed Providers and no longer have accessto my Verizon account, which I originally downloaded Microsoft word to, they do not understand that one you change internet providers, you no longer have access to your former email, they said they would download it to my optimum account if I pay $99.00, I already paid for it I have a valid serial and order number. I feel this is a rip off. because I changed to Optimum.MSW2013-order#XXXXXX-serial#-*****************************-this is the valid information I have for Microsoft Word. Product_Or_Service: Microsoft Office Order_Number: XXXXXX Account_Number: serial#*************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have my Microsoft Word downloaded to my new email address free of charge to my current email address(*******@optimum.net)Former email address was ******@verizon.net, which I no longer have access I changed provider about 6 months ago.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I recently repaired my PC. It is now requiring reactivation of Microsoft Office 2003 even though it was not reinstalled. When I called to reactivate I was told there was a technical problem and the installation ID was locked. After being transferred from person to person I was put back into a voice response system with no satisfaction. I just want to use a product that has been installed for a # of years. The product key is ******************************

Desired Settlement: Give me an activation code for my Office 2003 product.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a DVD "Flight Simulator". It will not activate. I have been over the instructions and attempted many times. When following their error messages and contacting " Microsoft product support" I repeatedly can not resolve the issue. Product_Or_Service: Flight Simulator DVD Order_Number: retail store purchas

Desired Settlement: DesiredSettlementID: Replacement I would be content if someone would help me resolve my " Flight Simulator" activation problem.

2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/2/2015 Guarantee/Warranty Issues
2/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 12/23/2014 I purchased a laptop computer from Microsoft, Order Number XXXXXXXXXXX. I found the item did not meet the standards that the salesperson told me about on the phone, for instance, software compatibility. I received an RMA for *** to deliver the computer to Microsoft for a refund. The *** delivery was confirmed as 1/13/2014. A previous refund of Windows 8.1 OS was received within three days of their receipt of the product. Now, I am being told that it could take a month to receive my refund of $194.04. There has been no explanation as to why it would be delayed beyond the date of the first refund that I received.

Desired Settlement: Refund of $194.04 for the return of a new laptop computer that I had received and tried to use for about a week.

Business Response: Final Consumer Response /* (2000, 6, 2015/02/02) */ A full refund of the purchase price has been received.

1/27/2015 Problems with Product/Service
1/27/2015 Delivery Issues
1/27/2015 Problems with Product/Service
1/26/2015 Delivery Issues
1/26/2015 Problems with Product/Service
1/26/2015 Problems with Product/Service
1/26/2015 Advertising/Sales Issues
1/26/2015 Problems with Product/Service
1/26/2015 Problems with Product/Service
1/26/2015 Problems with Product/Service
1/26/2015 Advertising/Sales Issues
1/26/2015 Delivery Issues | Read Complaint Details
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Complaint: I purchased two Disney Infinity characters on Dec 22nd. A day or two later I got an email that one had shipped but the other had not. The one that had not shipped was the one we really wanted. I had run across it, used, at a ********* that same day so I called the company to ask why it had not shipped. I wanted to make sure it was in stock. I explained to them that I had seen this product (Mrs. Incredible) at the ********* less than a mile from my house and that I could go get it in time for my daughter to get for Christmas. The customer (no) service swore to me it was in stock and that it just wasn't shipped because they were "so busy". I should have questioned it more but let it go. She assured me it was "on it's way to me". Fast forward to today and the item is no longer in stock with Microsoft - which I discovered after checking on the status of the order. I have tried calling *3* different times to find out what is going on and the first time I was hung up on or disconnected. I think hung up on because they had taken my number for call back and never called back. The guy I was speaking to also suggested that I get a glass of water as I was obviously upset. Really? Very condescending. The 2nd time the woman said it was a billing issue and I finally had to hang up on her and the 3rd time the guy was really nice but they take so darned long to get to your account that I ran out of time and had to leave to get my daughter from school. Also, if you aren't by a computer you are up a creek as they have to send you an email with a confirmation code to confirm it's really you calling. This is the STUPIDEST thing ever. No other company I have dealt with does this idiotic ****. As a busy mom to 3 kids, I have time to call when I am in the car driving. In all of this today I realized I never got my other character that supposedly shipped. It says delivered but I didn't get it. I didn't realize it until today. Mind you, they took my money right away. I want my credit card charged back the $27.60 but that will not make up for the fact that I could have gone that day and purchased Mrs. Incredible and had it for Christmas. Now, the ********* no longer has that character and she is very hard to find. I have already told my daughter it was a late gift and was coming in the mail. Microsoft = thieves and liars and horrible customer service. Product_Or_Service: Mrs. Incredible and Dash Order_Number: XXXXXXXXXX Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a refund and an apology to my 10 year old child. It would be nice if you could also locate a Mrs. Incredible to send to her free of charge but as it's hard to find unless you are willing to pay two to three times the price and the fact that you were selling it when you didn't really have it in stock, I doubt you can find one. The other character is easily found for cheaper out on ****** and ****.

1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During November 2014 I purchased a new computer which had an Office 365 trial period version pre-installed on it. Before the trial period expired I purchased MS Office for Home & Business as a one time purchase from eBay for $175. Uninstalled the trial version of Office 365 and installed my new MS software. Now all of my Facebook messages go into my deleted folder. Tried to fix it but couldn't. Called Microsoft and one of their technical support reps told me my computer had a virus, which it doesn't, and tried to sell me a virus removal service. It denounced him to his superiors. Called Microsoft technical support again. This time their rep tried o sell me a pay per incident agreement, which I didn't pay. I still have this issue with my MS software.

Desired Settlement: The $175 I paid for their defective product plus for someone to try to put an end to their shady business practices. Thank you.

1/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased Microsoft Windows 8.1 to update Windows XP on my Vostro 1500 laptop. Before anyone says anything, I know this is possible as I have seen it done...yes, to Windows XP. I put the installation disk into the drive (I know it works as the XP Operation System installation disk works) and it ran for hours with no set up information showing. Instead, I got the below errors: The procedure entry point_CxxFrameHandler3 could not be located in the dynamic link library msvcrt.dll. and the file 'autorun.dll' could not be loaded or is corrupt. Setup cannot continue. error code is 0x7F I researched the trouble shooting methods and tried them all. They not only didn't work, but I was prompted to buy various 'solve your msvcrt.dll problems' software. I find this appalling. I bought this product for over $250.00 with the hopes I would not have any issues installing it. It appears this is a common problem.

Desired Settlement: Microsoft is not remotely hurting financially. I think it is very reasonable to request they call me, FREE OF CHARGE and walk me step by step by step until the problem is resolved, and/or, send me whatever software needed to fix the problem at their expense. This is their product (so is Windows XP). It is their responsibility to make sure it functions. Why should I pay more money for a flawed product? How do I know buying more software will solve the problem? I don't. They do. Pure and simple.

1/26/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I went on my PC to use my Microsoft word today (1/8/15) and when I realized it was prompting me to reactivate my account. I proceeded to do, but my account said error when I was on the payment screen. I then called into the company, after 20 minutes we finally got to the bottom of it. We found out my card expired (which it had on 8/14) but they were still able to take out 9/14 and 10/14, with no issue. It came to November and it did not go through. So I understand that completely, but what I do not understand is, that I did not receive not one phone call, letter or email regarding this. So they wanted me to pay the 10.79 that was "pending" and the additional 10.79 to reactivate, which normally is not a big deal, but the fact of the matter and the principle I never received not one notification of this matter. If I wouldn't have went on to try make a word document today this would still be just sitting there. So I was transferred to a manager that did nothing at all, he stated they did send to my outlook email, but wait that is connected to that account and is also inactive. He was rude and I did not appreciate his condescending tone during our conversation, for being one of the biggest companies in America they are the worst for customer service!!!!

Desired Settlement: I want the "pending" charge gone, and a free month of subscription or some kind of compensation for my hours worth of aggravation tonight.

1/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a Jawbone Up 24 from their website and received an adobe photoshop print card instead. When I spoke to customer service, they said I can do a refund or wait for a 48 hour returned phone call.I decided not to do a refund because I made the purchase on sale.

Desired Settlement: I would like for Microsoft to send me the correct product as overnight express mail.

1/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased an authentic Xbox One Stereo Headset Adapter from Gamestop. The product consists of an adapter and a 3' cable that connects the adapter to the customer's headset. The product (adapter & cable) is defective and within the manufacturer's warranty of 90 days. I sent the product (adapter & cable) to Microsoft's product returns center for repair or replacement. I received only part of the product, adapter, NO CABLE, in return. I contacted Microsoft (X-XXX-XXX-XXXX) on December 10 at 6:07pm EST and the call lasted 31m 16s. I spoke with a rep that told me that I should have followed the instructions within the email that I received from them. I followed the email's instructions exactly as specified. I asked to speak to a supervisor. I spoke with ***** and she said that the cable was not a warrantied item. I told her I disagreed because it is part of the product that I purchased. One part needs the other, or neither will work. She told me she was sorry, but I would have to buy another cable. I will not spend another $29.99 to replace their defective part, which was under warranty. The product was approximately at day 60 of 90 in the warranty time frame. If the product failed within 30 days, I could have returned it to ********, the business I purchased it from.

Desired Settlement: I want a brand new replacement cable sent to me in an expeditious manner or a refund of $29.99.

1/21/2015 Delivery Issues
1/21/2015 Billing/Collection Issues
1/21/2015 Problems with Product/Service
1/20/2015 Billing/Collection Issues
1/20/2015 Delivery Issues
1/20/2015 Problems with Product/Service
1/19/2015 Problems with Product/Service
1/19/2015 Billing/Collection Issues
1/19/2015 Problems with Product/Service
1/19/2015 Problems with Product/Service
1/19/2015 Billing/Collection Issues
1/19/2015 Problems with Product/Service
1/19/2015 Problems with Product/Service
1/19/2015 Delivery Issues
1/19/2015 Advertising/Sales Issues
1/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Computers keep going out.

Desired Settlement: This cheap made in china garbage they selling keeps going out and they don't want to trade it out. I sent in a request and no response. I called and ask for a superior that can help and she got mad and put me on hold for an hour and a half before hanging up on me. They need to find better manufacturers than china and stop blaming the problem on me and other consumers.

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: wont allow me to download a movie I bought

Desired Settlement: I want my money or a download copy of the movie

1/16/2015 Problems with Product/Service
1/16/2015 Advertising/Sales Issues
1/16/2015 Problems with Product/Service
1/16/2015 Problems with Product/Service
1/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to **** **** to order a Destiny Expansion Pack for my 12 y.o. son, ****. **** **** provided me with a 25 digit code which I then entered into my Microsoft account as I was told to do. I then tried to order the Destiny Expansion Pack for my son but instead, it posted to my gamer tag, not his. I tried to resolve the issue via Microsoft's chat service and was told they could offer a refund for the Destiny Expansion Pack; however, they could not move the $40 over from my account over to my son's so that he could then purchase the Destiny Expansion Pack for himself. This is completely unacceptable.

Desired Settlement: I either want my $40 back or I want Microsoft to take that $40 and allow my son use it to purchase the Destiny Expansion Pack for his own use. I do not play games on the X-box and I have no use for this money on my account. Once again, the money was for him, not for me!

1/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am unable to access my email and have contacted numerous times their customer support number and spoke to at least 10 different agents including chats with online representatives and no one has been able to help me recover my email. I was given the option to help recover my email by giving an alternate email and have yet to hear back from them and they state that it takes about 24 hours for them to respond. I have never dealt with such incompetent people in my life. This is beyond ridiculous how a simple problem cannot get resolved by such a well known company. My view on this company has changed tremendously for the worst and I will indeed spread the word on how incompetent its emaployees are.

Desired Settlement: I want to be able to recover my email.

1/13/2015 Delivery Issues
1/13/2015 Problems with Product/Service
1/13/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service
1/8/2015 Problems with Product/Service
1/8/2015 Delivery Issues
1/8/2015 Billing/Collection Issues
1/7/2015 Problems with Product/Service
1/2/2015 Guarantee/Warranty Issues
12/29/2014 Problems with Product/Service
12/29/2014 Billing/Collection Issues
12/29/2014 Advertising/Sales Issues
12/29/2014 Problems with Product/Service
12/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unauthorized charge to my ****** account. Microsoft Corp claims no record of charging me. Continues to pass me around via phone without resolving. Unauthorized charge $63.95 December 8, 2014 ****** account via Bank CC Billing Agreement IDL: ******************* I have spent 5 hours on the phone with 3 departments and have spoken with at least 8 representatives including 2 supervisors all within 3 days. Each dept blames the other dept telling me to call the other dept. MC says, "There is no record of this charge and they cannot do anything without the record." I have provided the ID (that they asked for), I have offered them to view my******* statement, and my bank statement as proof of the charge. They continue to pass me around without any attempt at resolving this issue. It is my desire to resolve this matter expeditiously through the BBB before appearing in court causing a substantial increase in additional damages and fees.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Damages resulting from... 1. Charges incurred by me from my bank totaling $72 caused by the unauthorized charge from this company! 2. My hourly rate of $50 hr for the total time I have invested thus far = $300 (6 hrs)

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The **** Search Rewards programs allows you to earn points that you can redeem for products. I have tried to redeem my points for a gift card for ********** at least four times, and each time it was cancelled by the **** Rewards Team. Each time it was cancelled I submitted a claim to the **** Rewards Customer Support rewards team, and twice they have emailed me back stating they are reviewing the issue, but then they never get back to me.

Desired Settlement: I would like to be able to redeem my points for the rewards as promised by the***** Rewards Team.

12/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Windows 8 updated to Windows 8.1 without me wanting it to. Also deleted programs and files I need for work and school. Customer Service Complaint. Windows 8 was updated without me wanting it to update. I never wanted 8.1 I only wanted 8. Now since the update has deleted files and programs I need for school and for work. I can not get either one back. I have tried to get it resolved with Microsoft's Customer Service, but they seem to not know what they are doing, and seem to think my husband and I do not know what we are doing. Not to mention they all are refusing to put a supervisor on the phone. I have my updates turned off and it still did the update. They told me that when it does the update it deletes programs that are not comp. with Microsoft. All my programs are comp. with Microsoft.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want their Customer Service reps to learn that when a customer ask for a supervisor to give them one. Not to play lets send them here or there. And I want them to take the auto update out of Windows 8. If the customer wants to keep 8 they should not be forced into having them updated when they have programs that work and need it does not delete them. They REFUSE to put a supervisor on the phone!I want them to get rid of their people who refuse to put a supervisor on the phone.

12/26/2014 Problems with Product/Service
12/26/2014 Problems with Product/Service
12/23/2014 Advertising/Sales Issues
12/23/2014 Advertising/Sales Issues
12/22/2014 Advertising/Sales Issues
12/22/2014 Problems with Product/Service
12/22/2014 Billing/Collection Issues
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: X box 360 slim s series is defective the internal 4 gig memory goes out after warranty and then you are forced to buy new X box or pay Microsoft to fix.this is defective equipment and should get fixed for free

Desired Settlement: Recall on all 360 slim to get fixed for free

12/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Microsoft charges for a service called xboxlive. Over the past week it has been shut down by a so called ddos squad or in other words hackers. So I am not satisfied and would want Microsoft to take care of the problem

Desired Settlement: I want to just have my Xbox live back online for them to fix the servers. Also refund us for our lost money due to there service being down

12/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have purchased computer, Xbox , video games and cell phone from Microsoft store on black friday event. while purchasing above stuff i asked sales person that i want to pay gift card against computer and xbox , video game and cell phone i can pay cash and/or debit card purchase as i am not sure if i keep those and i may return it. sales person told me no worry whenever you return your stuff we will return cash first, debit and then gift card so no separate receipt required. on his word i have purchased everything on one receipt. My daughter didn't wanted x box 360 now so i went to store to return everything except computer. Store manager i.e ***** *** handled my return and she handed over me gift card. i explained her situation but she became rude and told me that i can get gift card only back as it applied first so she can not give me other payment refund back. This was small return incident and she become screaming and asked me to wherever i want to complaint but i wont able to get my money in payment form which was committed by their earlier sales person.Reason for my complaint is 1. Microsoft being such a reputed company store doesn't have proper return policy and mode 2. being a customer to such a big company should honour small request and commitment of their sales person. 3. They need to treat customer as customer not buyer who may not come back if treated such way 4. store manager should be responsible and well mannered instead screaming and treating customer such way Product_Or_Service: xbox 360 Order_Number: none Account_Number: none

Desired Settlement: DesiredSettlementID: Other (requires explanation) 1. Refund of payment in cash/debit refund2. Appology from store manager 3. Due to hassle of visiting multiple time Microsoft store wasting time , money etc. and gone through such pain - Microsoft should offer compensation in terms of customer satisfaction

12/18/2014 Delivery Issues | Read Complaint Details
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Complaint: I ordered some items from MicrosoftStore.com. *** said one of the items were opened and contents were missing. A MicrosoftStore.com employee verified it was missing but said that they still need to investigate the issue further, and I would have to wait for a replacement. I asked for a refund, and was told I would still have to wait. They know what happened, they told me it was verified, but still won't send a replacement or refund until they investigated further.

Desired Settlement: Immediate refund.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Bought three games through the window store on line for windows 8 and Microsoft downloaded Windows 8.1 and now these games error out. The error states to go to the Window store for information. I went to the windows store and it states I can download the games for 1.39. I already paid once for the full game. Microsoft Tec. stated I would have to pay 149.00 for them to fix the problem. These games were installed in 2013 and only cost 15.00.

Desired Settlement: All I want is the games to be re-installed without paying for the full price of the game again or my money back.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On 26-Nov-2014 at 12:30am in the morning a laptop at the link http://www.microsoftstore.com/store/msusa/en_US/pdp/Dell-Inspiron-15-iXXXXX-XXXXsLV-Signature-Edition-Laptop/productID.XXXXXXXXX was advertised as mark down by $300. When I tried to place the order, the website was unresponsive and tried for 2 hours to put the order. I tried to chat with a representative online and he apologized for website being very shaky. He also told me that once a order number is generated, I can complete the order once the website is back to normal (transcript is sent to my email). He suggested I take rest at around 2:30 am in the morning as I can complete the order without any issues. To my surprise, when I tried to complete the order in the morning, I am getting a message of laptop being unavailable. The information provided by the representative is incorrect. I tried to lodge a complaint with microsoft store (via chat) and the representative was not ready to lodge a complaint. Call to their customer service are making me stand in the queue for more than 60 min but no physical representative could take the call. Order_Number: XXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) The wrong information provided by the representative put me in a loss of $300 as I want to buy the product now. So the settlement I am expecting is to sell the laptop to me for $399 only or compensate for the difference.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On April 7 2014 I wanted to have my computer updated to windows 8.1, and I spoke to this technician named ***** and he said that my computer would be able to be updated to windows 8.1, and he connected me to a technician named ******* who took control of my computer, and he began the processes, but because my computer was older the process was very slow, and ******* told me to wait until the computer completed it's process, and the computer did on April X XXXX which was the last day to get the upgrade to Windows 8.1 so because the computer had completed the process on April 8 2014 I called Microsoft back, and a technician named ******** who claimed that he was from the Phillipines took control of my computer, and he said that he would finish up the upgrade, and he started trying to complete the upgrade, because he had control of the computer, and as he was doing the upgrade he went to the c-disk hard drive on my computer, and it went totally blank, and I said to ********* my computer went blank, and he kept telling me to press the F2 key over and over again, and nothing happened, and then ******** hung up the telephone on me, and I called Microsoft back, and I asked to speak to *********** supervisor the first supervisor was a man named ******* and he connected me to his supervisor a woman named ***** both of them were from India. Then **** said that I was too late for the upgrade, and I told her that was completely untrue because the last day to get the upgrade from Microsoft for the Windows 8.1 was on April 8 2014 the same day that ******** crashed my computer, and the same day that I was talking to ***** and when I told her that she hung up the phone on me.

Desired Settlement: I would first of all like to get a brand new, not a refurbished one of Microsoft's top of the line desktop computers, and I would like for Microsoft to terminate the employment of ********* *****, ******* and ******* employment with Microsoft. I will only be satisfied with all of the things that I am asking with regards to Microsoft Corp,and nothing less.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: November 7th I noticed fraudulent charges on my card account. Six charges 3-$99.99 and 3-$54.14 six charges in six seconds were recorded on my account. I called Microsoft immediately and was told they had no record of my card being used with them. I have never had an account nor bought anything from microsoft ever. Five days (12th) after reporting the fraudulent charges Microsoft refunded $154.13 and $54.14. They refuse to refund the remaining money to my account. Or to even acknowledge they money that was already refunded.

Desired Settlement: I want the remaining money $254.14 returned to my card immediately and for microsoft to apologize for the lie they told me that my card was not in their system, because obviously it was for them to refund part of my money. I want my old card number removed from their inferior system once my credit of 254.14 is returned to my account.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I currently pay money for Xbox live service. For unknown reasons my account was suspended. I Contacted Xbox support and they said I could not talk to anyone reguarding this issue and they could suspend my account at any time with out contacting me first to discuss the issues. I don't believe that it is fair to customers to pay for a service but the company can just suspend an account without any way to dispute the claim. I had just recently left Sony PS for this system but now believe that it was a bad choice because Microsoft clearly has poor policies and customer service.

Desired Settlement: I would like to speak to a human customer service agent to resolve this issue. I do not want to spend the time and energy taking this corporation to small claims court to resolve this issue for damages due to poor policies, but will have to if this is not resolved swiftly.

12/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: xbox one with kinect from the microsoft store I ordered this item and I have called multiple times to get the advertised free game that came with this offer.

Desired Settlement: the actual free game as advertised

12/18/2014 Problems with Product/Service
12/18/2014 Problems with Product/Service
12/18/2014 Problems with Product/Service
12/18/2014 Billing/Collection Issues
12/18/2014 Problems with Product/Service
12/18/2014 Problems with Product/Service
12/18/2014 Problems with Product/Service
12/17/2014 Problems with Product/Service
12/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Microsoft is enabling, perpetuating and harboring criminal entities that have established Microsoft Accounts and that purchase Microsoft products using stolen credit card numbers. I noticed four unapproved/illegal charges to our MasterCard, totaling $219.96, apparently purchasing Microsoft products, and addressed these charges with Microsoft on 11/24/2014 via phone number X-XXX-XXX-XXXX. The four illegal charges appeared on our MasterCard statement as: 11/18/2014 Microsoft *********** **. The four illegal charges comprise three at $59.99 ea. and one at $39.99. The responding Microsoft agent assigned case #: XXXXXXXXXX. Microsoft verified my identity, verified I do not have an established Microsoft Account and accessed my MasterCard record. Microsoft claimed they could not find the specific charges listed on our MasterCard record, so Microsoft could not address/delete those charges. However, Microsoft did find there is a Microsoft Account identity attached to my credit card number - with an email starting with a W and ending with a 2, and a phone number starting with a 5 and ending with a 9 - which would provide a record and pathway to identify a criminal entity and address/challenge use of a stolen credit card number. However, Microsoft did not challenge the criminal entity nor the criminal entity's use of my stolen credit card number to maintain a Microsoft Account and continue to purchase Microsoft products. Rather, Microsoft suggested I pursue the illegal charges through MasterCard. This decision and these practices my Microsoft enable, perpetuate and harbor identifiable and accessible criminals and criminal activities.

Desired Settlement: Reimbursement/elimination of unapproved/illegal charges to our MasterCard, totaling $219.96, and cessation of Microsoft policies and practices that enable, perpetuate and harbor identifiable and accessible criminals and criminal activities.

12/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Bought a surface 2 which the system crashed on me. Tablet being used for business records purposes , using excel and word only and not using internet on the said product. Now the system locked on me, requiring a bit locker code to be able to open and even reset the computer. Unfortunately the bit locker key was not saved during the setting of the unit. Now i have no way of opening the unit and saving all my files for my business for the past 3 months. I only purchased the item only last September 2014. I tried to call tech support but unfortunately all my calls are being diverted to areas like india and philippines which so happen provided very poor customer service. I experienced probably losing the call 3- 5 times but they never called you back, a couple of them even set up a date and time for a call back but they never did. There was only one time i was able to talk to a tech support here in the US, his name is ************ and he was the only one who returned my call but unfortunately cannot help me with my problem. I tried to even go to one of the microsoft store location in the area but still they can't even open my unit and according to them that the system was corrupted.

Desired Settlement: All I'm asking is for them to be able to save my very important files in that computer. There are only 2 files there on the desktop and as I've said i only use it for the sole purpose of recording sales report for my small business. It was explained to me how a bit locker code works and how it is very complicated to be able to produce it. Im sure they have a way of figuring out on how to open and save my files. They created the system and I'm sure they have a way of fixing it. If its necessary to provide documentations and proof that i personally own the unit ,I'm very willing to cooperate and provied it. Replacing the unit is not really my concern, if they don't replace the unit thats fine. If they could just restore it to a working condition, my only concern and priority right now is to be able get my files back because it would save me a lot of work. Im pleading to the management of microsoft, please have the heart to help me on these matter. Thank you so much.

12/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a computer that uses Microsoft Windows 8.1 system software and a Microsoft X-Box One Game Controller from a national retailer. I spent 5 hours on two separate occasions my self, and another 5 hours with technical support technicians from the retailer. The technician was able to get the controller to work, but only after downloading some suspicious software from a YouTube site. When I contacted Microsoft X-Box support and then Windows Support. They told me I would have to pay $49.99 to purchase support from them to fix their defect.

Desired Settlement: I want Microsoft to fix their defect at their cost. After all, both are Microsoft products, they should work together.

12/12/2014 Problems with Product/Service
12/8/2014 Delivery Issues
12/8/2014 Billing/Collection Issues
12/8/2014 Guarantee/Warranty Issues
12/8/2014 Problems with Product/Service
12/8/2014 Guarantee/Warranty Issues
12/8/2014 Problems with Product/Service
12/8/2014 Problems with Product/Service
12/8/2014 Advertising/Sales Issues
12/8/2014 Problems with Product/Service
12/8/2014 Billing/Collection Issues
12/8/2014 Guarantee/Warranty Issues
12/8/2014 Billing/Collection Issues
12/8/2014 Problems with Product/Service
12/8/2014 Problems with Product/Service
12/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My account has been hacked and I have tried on multiple occasions to change my password ** the Microsoft website and contacting the Microsoft company but still no actions have been taken.

Desired Settlement: I am seeking to get my account back before the hacker can access any of my payment options or change any personal settings.

12/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: the management was unhelpful rude and took it as a joke with no help and didn't want to transfer the call to another manager to assist

Desired Settlement: for them to get better workers that can keep their name . i never had any issuses and now i cant use my account for 30 days because the man countnt help me all i needed was a code that didnt enter

12/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Level 2 Tech Irish was scanning my computer for viruses, Microsoft Security blocked a Trojan virus, I had been cancelling it each time it was showing up and she allowed it access which resulted in all my documents being encrypted and held for $1000.00 ransom in order to be decrypted. I kept typing in the chat box as to why she allowed it and she would not respond. I then told her to call me immediately and she did not. After 5 minutes I typed to her that if she did not call me I would revoke access to my computer and since she did not call me nor answer my chat, I revoked all access to my computer, but by then it was to late my files had been encrypted. When she called me 10 minutes later I refused to talk to her.

Desired Settlement: I want Microsoft and it's tech to obtain key and decrypt my documents and files or pay ransom and assure that I retrieve all my documents and files and to reimburse me for all additional monies spent such as Dell $139.95 to make sure no virus was left in computer as I no longer trust microsoft to perform such a task. Want punitive and mental anguish of $50,000 as these documents are my lively hood.

12/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I requested a notification for the Microsoft Band as to when it would be available. I received the email and was ready to order one at the time they went live. I selected the medium band within seconds of it being available at 1:00 ESt 11/18 and placed it in my cart. Other items popped up during checkout which I reviewed. After a few minutes, I continued the checkout and during the final phase, was notified the band was out of stock. This means someone came online after me, ordered it and took it from my cart. I have never heard of this happening and is an extremely poor business practice. Not only for the customer but for Microsoft as no one will want to continue to shop before checking out. People are buying these to sell on **** so good job taking one from my cart so they can sell it for $350 on ****. This is wrong on so many levels. I even have an order number #XXXXXXXXXXX.

Desired Settlement: To honor customers in a fair manner.

12/3/2014 Problems with Product/Service
12/2/2014 Problems with Product/Service
12/2/2014 Problems with Product/Service
12/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft Surface RT

Desired Settlement: To fix the issue I am having via an update or to replace defective product at no charge

11/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Windows SP1 is Not Compatiable with Dell studio XPS 1647 or any Apple Mac Computer running windows 7 it lockups the pram and SMC on a mac on a dell it disables the network services sometimes on Bootup othertimes when you shutdown you get can't start Program because Windows is shuttingdown Error and and with error with code popsup for a second or 2 while shutting down the computer i determend that the Cause is the SD card Reader update inding in 422 is the Cause And Dumb Microsoft but that Update in SP1 how stuppid are they look at the Turboboost Program that Dell Provies with that System it doesnt like SP1 and in OCt 24 of 2014 this Update unhides that buggy update http://support.microsoft.com/kb/XXXXXXX Pull this Update Microsoft

Desired Settlement: I want Microsoft to pull update http://support.microsoft.com/kb/XXXXXXX Because SP1 is not compatiable with alot of Computer like MAC Mini's Late 2012 iMac's Late 2012 Dell Studio XPS XXXX XXXX and and All Mac's 2011 -2014 With Bootcamp 5.505.331 and Bootcamp 5.1.5621 and later and Make All of these Computer's compatiable by fixing the Stupid Memory Hog and Memory dump bug that this has in it along with All Memory in use Lockup at Ramdom bug i lost all faith in Microsoft to fix these bugs there boss is not finding these bugs leave a computer on for 2 weeks and see whats hapens to a Dell studio XPS 1647 with SP1 and see what you get a crash is what you will get or a popup saying Can't startbthis program because windows is shutting down when you click shutdown

11/27/2014 Problems with Product/Service
11/26/2014 Problems with Product/Service
11/26/2014 Problems with Product/Service
11/26/2014 Problems with Product/Service
11/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Microsoft Corporation issued a standard computer generated update to their Windows operating program on October 18, 2014. When the Microsoft Windows update was completed, the Microsoft Office 2010 product was disabled, leaving the office software inaccessible. There is no access to open the Microsoft Office 2010 program and no ability to view existing Microsoft Office 2010 documents. Microsoft Corporation advised that the company no longer provides support for the Microsoft Office 2010 product. This information was provided on November 4, 2014. We believe there is a possibility that Microsoft Corporation may have intentionally disabled the Microsoft Office 2010 product in order to promote the sale of the new Microsoft Office 365 product, which is an annual subscription based product. The Microsoft Corporation support team promoted the Microsoft Office 365 as the only solution to correct the error, in order to access office documents. (We were also unable to access our online account at microsoft.com)

Desired Settlement: We believe that Microsoft Corporation was responsible for disabling the Microsoft Office 2010 product with their Microsoft Windows update and, therefore, should be able to correct the error and provide access to the office program for immediate use. (We need immediate access to our documents created over the past four (4) years.) If the Microsoft Office 2010 product is truly inaccessible and unavailable, then Microsoft Corporation should provide an update product for immediate use with penalty. Solution: We would appreciate immediate access to our Microsoft Office 2010 product, or a new updated version of Microsoft Office provided without penalty, with restoration and access to our online account at microsoft.com.

11/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a product online on 11/9/14. Later in the day I realized I didn't need it. I spent over an hour on the phone trying to get a refund. I was transferred back and forth between Microsoft customer service and Microsoft Store. No one could find a record of my purchase. This morning I spent 30+ minutes on the phone with them. Same routine. Another 30+ minutes spent on the phone this evening. No record of my purchase. No refund.

Desired Settlement: Refund

11/19/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: In late August I downloaded a 30 trial of Microsoft Office 365 Home Edition & canceled it before the 30 days were over. Microsoft did not show the cancellation until 11/02 and charged me $10.69 for services that I have not been using, the software has been uninstalled over a month ago.

Desired Settlement: Full refund of the $10.69 unauthorized debit.

11/19/2014 Delivery Issues
11/18/2014 Problems with Product/Service
11/18/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service
11/17/2014 Billing/Collection Issues
11/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Microsoft has pulled internet Explorer 9 from windows 7 updates and changed the amount of update windows 7 has it used to have about 200 update know thats down to about 100 and pulled iterbnet explorer 9 from microsoft.com/downloads where only the windows 2008 r2 and vista are the only os to get ie9 my computer is incompatible with service pack 1 for windows 7 Microsoft made as mess of the service pack 1 where if you have turboost v1 it complains after you install it and this update has a bug where it disables the entire networking system somestimes at startup and while bootedup for more that a week and and cause system to display and error on shutdown as well complains about service failed to start because windows is shutting down i only get that after installing sp1 my point is microsoft should fix SP1 and IE11 before they pull IE9 off the Download page Some Computers are just not SP1 Compatible to install IE10 or IE11 plus IE11 stay's running in background sometimes when yoy close window IE11 doesn't Play Flash Videos corectly they skip every ten seconds or a Minute or Two depending on the site fix IE11 microsoft

Desired Settlement: Put IE9 on the Update list for Pre SP1 Cds and Make SP1 compatible for all Computers inculding MACS with bootcamp and Fix the services for IE11 not closeing when you hit the red X button and fix IE11 not playing flash videos Right ether Microsoft doesn't care about the end user's anymore go back to the better user model where it's all American support again and people that know the job to code and not release buggy junk as well

11/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: ***************** It has been a month that I've gone without my working phone. Last year I went to the Microsoft store on Oct 19 and purchased a Nokia Lumia 1020 phone in yellow. At the store I inserted a Wind Mobile sim card to ensure the device would work properly. To my delight as I had read on the internet, it did and I purchased the phone. This phone cost me roughly $610.20. This past summer the camera stopped focusing on distant objects - I brought it into the store on August 16th where I purchased it. They told me that it was covered under warranty and would be a free repair - they made a note of the camera issue for when I would next come into the store. At the time, I did not want to be without my phone for 3 weeks - but they documented the issue. I waited until October 6th to bring my phone in. On October 6th I brought it back to the yorkdale store for repair. I was told it would only take a few weeks to fix the issue. Two weeks later I came to pick up my phone on October 17. At the store both I and the Microsoft employee noted that there was now yellow paint at the upper left hand corner under the glass of the screen. This had not been there when I brought it in (I have a case always on my phone). It was obvious this had happened during the repair process because it was lodged right under the screen. The employee offered, without my prompting to hand me a new phone out of the box. I thanked him profusely because my warranty was coming almost due. He said instead of making me wait to have it sent back, due to the damage they had caused, he would just hand me a new phone out of the box. I asked then and there if this phone he handed me would work on Wind because my warranty was coming due and he refused to let me take the new box to walk away with. He told me it would and reluctantly allowed me to take a snapshot of the new box that he said he could not give me. I walked away but then on returning home, inserted my sim card and the phone did not work with Wind mobile. I immediately went back to the store - the employee I had talked to was no longer there (about 2 hours had passed). That employee told me that Microsoft did not have any Nokia 1020s that would work with Wind. He mentioned that the Microsoft store had no stock of unlocked phones and told me to go to ****** or try to unlock the phone online. I went to ****** the next day and they told me that it was not registered in their system. I would have to become a ****** customer and pay $50 before they could try to see if they could make it work on Wind. I then reluctantly went online to the unlocking service the second employee told me about. I got multiple answers back that the phone was not unlockable. ****** had told me to also get in touch with Nokia. Nokia only has online support so I chatted with a woman who said there was nothing she could do because it was a ****** phone. She suggested I talk to the repair centre where the phone was repaired and ask for my original phone back. She said Nokia was not responsible for any of this - even though the warranty was theirs!! I contacted the repair centre the next day and all the employee who answered would say is to talk to Microsoft since they sent it in on my behalf. So I called 1800Microsoft and after getting forwarded on for at least half hour between 'wrong departments' - I got a very kinda man who spoke with me. He said I needed a restriction code and that he would be able to provide it to me within 4 business days. He took down my phone number and email address. I was elated and proceeded to wait the four business days but received no call or email. I then called Microsoft on Friday again and no one out of 5 different departments that I spoke with could help. The reference number that he had given me, X-XXXXXXXXXXX, was not recognizable by anyone. At this point a very kind sales rep said he would personally call the Microsoft store at Yorkdale where I got the replacement and speak with a manager. I got on the phone with them and the manager said he had would put aside a phone for me with an employee if I could get there before store close. I rushed early out of work to get there for 9pm and found the employee I was told to speak to. THat employee was told nothing of the situation - he was extremely sympathetic though. He said they had no more phones in yellow that would work on Wind and that they don't make them anymore. I then asked for my original phone back so it can just be repaired from the damage that the repair centre had made. I was told it was in the warehouse and impossible. The employee tried to make the situation better by handing me a black phone that would work on Wind. I told him that I wouldn't take it because I love the colour of my yellow phone that I paid $600 dollars for - that was alot of the reason of my buying it. I asked him to document all of this, because at one point the ****** rep told me there was no way to prove my phone was legitimately purchased. The Microsoft employee understood and again offered without my prompting to find a Telus version of the phone and put it aside for me to see if it could be unlocked. So I walked out with a black phone and waited for an email from the Microsoft employee. That night he sent me a picture of a serial number on a box and told me to see if I could get it unlocked online. Last night I again reluctantly went online and tried this. After 12 hours that website told me they couldn't unlock the phone. I went into the yorkdale store again this morning and another employee took down my information to see if she can get someone from Nokia to send along a replacement version of my model that could work that wouldn't be tied down to ******. She told me there is no way my phone would have worked on Wind and that getting replacement phones in yellow of my original model would all be locked to ******. Eventually after telling her the whole story she was very sympathetic but firm in saying there was nothing they could do. She is now going to try and get in touch with a Nokia rep herself and try to get back to me within the week. The problem is, there is no more paper trail for any of this. Everytime I speak to someone new, they all have something different to say. At this point, I've spoken with at least 12 different people about the issue in-depth. No one has given me a solution to the matter. I have told everyone that I was extremely happy with my phone, it was beautiful worked well and, until the camera glitch, took gorgeous pictures. That's why I paid $610 for it. I am extremely overwhelmed and don't want to make my full time job tracking down the process that should have been followed with my phone. At this point I have told the store employees I would be happy with my old phone back if they just repair the damage they caused to it. For some reason, they say this is impossible. I don't know what to do anymore - I bought a product that was under warranty. The device manufacturer doesn't have a contact phone number only online chat and is unwilling to help. The Microsoft store where I purchased the device has amazing employees who keep trying to help me but end up making the situation worse. My original device is now a few days over a year old and I'm told that 1) my phone should never have worked on Wind 2) I can't get my original phone back 3) there is nothing more that can be done. I just want my original phone back and repaired - I'm not asking for much. Or even a replacement of the same yellow model. I now have in my possession a black model of the phone that I was given temporarily while they sort the matter with Nokia out - but I don't want to wait another 2 weeks and have no paper trail anymore with no one acknowleding the fact that my phone was damaged by a repair team and that I am out to lunch for thinking I can get a working replacment. I never wanted a replacment, just my phone back and fixed. I have been more than patient, gone through hoops to figure out who to speak to and all because they damaged my phone when I brought it in for repair. I paid alot of money for a yellow Nokia 1020 and would like to have my model back in working condition.

Desired Settlement: My original yellow 1020 back OR a replacement 1020 yellow model that works on Wind. OR give me my money back.

11/12/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Here is a letter explaining my complaint: ****** ******* **** *** **** ****** ******* ** XXXXX *********@hotmail.com October 8, 2014 Microsoft Corporation, Legal and Corporate Affairs *** ********* *** Redmond, WA 98052 Dear Sir/Madam Over the last nine years, I paid Microsoft for a service that I never received. Way back in 2004 to 2006, I paid for the broadband when I was teaching in Tennessee and Texas. I moved to Maryland and continued to pay without receiving the service just thinking that I was paying for my e-mail. As I know that your company is known for good customer service, I believe that you will process a return request for my overpayment at your earliest convenience. I am enclosing below an e-mail that I receive from your customer support team. I look forward to your reply and a resolution to my problem and will wait until October 18, 2014 before seeking help from a consumer protection agency or Better Business Bureau. Please contact me at the above address or by phone at XXX-XXX-XXXX. Sincerely, ****** ******* SRXXXXXXXXXXXID - Sales & Billing Actions Microsoft Customer Support (********************************************@css.one.microsoft.com) Add to contacts 8/30/14 To: ****@msn.com Show this message... From: Microsoft Customer Support (********************************************@css.one.microsoft.com) You moved this message to its current location. Sent: Sat 8/30/14 9:56 PM To: ****@msn.com Dear *******, Thanks for contacting Microsoft Billing Support. We hope you had a great experience. Based on our discussion today, you needed help with managing your account and requesting for a refund for the subscription that you were not able to use the service. As we agreed this was resolved today by checking the reference number your porvided and removing your card on file to avoid being charge for the renewing of subscription. Reference # :XXXXXXXXXX Please do not respond to this message. Replies to this message are routed to an unmonitored mailbox. For helpful information about your Microsoft Billing account or to contact us; please visit the following site: https://commerce.microsoft.com and sign in with your Microsoft Account. Thank you. **** ** Microsoft Billing Support team

Desired Settlement: I want Microsoft to reimburse my overpayment.

11/12/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My credit card was charged 633 times during the months of April and May of 2014 totalling approximately $3000. These were charges on my sons Microsoft account that were not authorized by me. My son is 15 years old and his Microsoft profile states his age, yet he was charging my credit card without authorization. There was one prior purchase on my credit card to Microsoft for a game he purchased in March of 2014. This is abnormal use of my credit card and yet Microsoft still allowed a minor to make over 600 purchases in a 6 week period on a credit card that is in a completely different name than his. How is this not a fraud case? They have refused to refund these charges. How is a minor allowed to make so many charges on a credit card that is not his without any alerts being raised? I was in contact with Microsoft for many hours regarding this. They accepted responsibility for the charges and were refunding them, then stopped after approximately 50 charges refunded. They claimed it was taking too many hours to refund the charges and that their computers couldn't handle the volume. I don't know what else to do when a company as large as Microsoft tells me they will not do anything.

Desired Settlement: I would like to have the charges refunded to my credit card.

11/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Microsoft has continued a recurring monthly charge for service to my credit card. Customer service refuses to identify the reason for the charge and refuses to stop the charge. The reason they state is I didn't give them all necessary information. The information that they state missing is phone # and email address on the account. I've given every email and phone # I've used for past 8 years. None are associated with account per customer service. I have multiple reference #'s to document the calls, yet no attempt by them to resolve. No email address available for them and no one else to resolve per them.

Desired Settlement: I've had to cancel the credit card to stop the bogus recurring charge. I want re-imbursement for charges.

11/12/2014 Advertising/Sales Issues
11/12/2014 Delivery Issues
11/12/2014 Delivery Issues
11/12/2014 Problems with Product/Service
11/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Hello, I would like to report a case of double charge, related to Microsoft order number **********. I would like to report a problem with ****** transaction ID ***************** for the sum of US 1 697.36. That transaction is related to a purchase, that I've made on 09.Aug.2014 with my ****** account (with my American Express credit card) for the sum of US 1 838.89 (see ****** transaction ID *******************) - that amount of money was blocked from my American Express credit card. I've already had some issues with that purchase in the past, because at the beginning only US 141.53 (see ****** transaction ID *****************) were billed to my American Express credit card on 11.Aug.2014. The rest of the amount (US 1697.36) was not paid through my American Express credit card, because due to the blocked amount of US 1 838.89, I had had insufficient funds on my AmEx card. Later on 17.Sep.2014 with ****** transaction ID ***************** the amount of US 1697.36 was paid to Microsoft through my American Express credit card and also billed to my credit card statement and I thought that this would be the end of it, because I've already paid the full amount of US 1 838.89. But on 07.Oct I saw ****** transaction ID ***************** (the one that I'm currently reporting) for the sum of US 1697.36, that was related to my Visa credit card and already billed to my Visa credit card statement. I want the sum of US 1697.36 to be refunded to me and also any losses from the exchange rates USD/BGN. I disputed the transaction through ****** but with the wrong dispute reason and the dispute was denied. After talking with ****** officers, they saw that this is in fact a matter of double charge, but they told me that they can't do anything and I should contract Microsoft to resolve the issue. They did send me an e-mail explaining that Microsoft charged me twice and I can send that e-mail to you if needed. I have talked to Microsoft Sales department, and Microsoft Billing department several times (6 times for total of 4 hours) and didn't manage to get the refund, because they transferred me from department to department, 2 times the call was ended for unknown reasons and 2 times they promised to call me back within 24 hours on my cell number **************, but they didn't call. During my conversation with them on October.17th they told me that a refund was ordered on October 11th and I should expect the money in my bank/credit card within 7 working days. The 7 working days passed and I don't have the money and even more - when I log on to my Microsoft billing account I don't see ordered refund. Now I'm referring to you guys and please let's resolve that issue, because I'm really worried. Thank you. *************** (phone: **************, e-mai:l *********@yahoo.co.uk).

Desired Settlement: I would like the amount of US 1697.36 to be refunded to my Visa credit card or American Express credit card or******* account (****** account:********@abv.bg), because this is a case of double charge. Thank you.

11/5/2014 Problems with Product/Service
11/4/2014 Problems with Product/Service
11/4/2014 Problems with Product/Service
11/4/2014 Problems with Product/Service
11/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two items from microsoftstore.com on October 13 (order number XXXXXXXXXXX and XXXXXXXXXXX). At the time there was a promotional price of $99. When checking out, my cart reflected the promotional price $99 plus 8.22 tax. However my email confirmation and credit card were charged the non-promotional price of $359.10 plus 29.81 tax. I contacted customer service twice but was told that they do not adjust any orders even ones that are mistakes. It was also escalated but also dismissed.

Desired Settlement: I am requesting that Microsoft honor their own promotional price and credit me back the correct amount of $563.38.

11/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: bought ***** lumia 925 (imei XXXXXXXXXXXXXXX) at full price from ****, did not find the signal strength adequate at home so cancelled the contract. when the phone had wifi connectivity issues, *** asked me to approach ***** as i donot have a contract with them anymore. i had send the phone to ***** twice to get it fixed. on the second time around they returned me a different phone with a broken screen and a warped back. when i got back to *****. i was advised to send in some pics, which i did and they processed a return for me. this time around they send me a lumia 520 phone shell. which a much different model than mine. when i tried to call and get my complaint registered for the nth time. they promise me everyday someone will get back to me by the end of the day but no one get backs to me. i have on call with the phone support almost daily for more than a month..

Desired Settlement: return my nokia lumia 925 fixed.

11/3/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
11/3/2014 Billing/Collection Issues
11/3/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
10/30/2014 Problems with Product/Service
10/29/2014 Problems with Product/Service
10/29/2014 Problems with Product/Service
10/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I shipped a working Surface Pro 3 to them because the screen ha some artifacts. They say they received it damaged. It was damaged by fedex so they said that they shipped it back to me. They cannot provide a tacking number. No one knows where it is and no one cares. 15 days now without a device.

Desired Settlement: I want a replacement device for the one I never got back.

10/28/2014 Problems with Product/Service
10/28/2014 Delivery Issues
10/28/2014 Problems with Product/Service
10/23/2014 Problems with Product/Service
10/22/2014 Problems with Product/Service
10/22/2014 Problems with Product/Service
10/22/2014 Advertising/Sales Issues
10/20/2014 Problems with Product/Service
10/20/2014 Delivery Issues
10/20/2014 Problems with Product/Service
10/16/2014 Problems with Product/Service
10/16/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/13/2014 Billing/Collection Issues
10/13/2014 Billing/Collection Issues
10/13/2014 Guarantee/Warranty Issues
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Surface RT's kickstand broke in may of 2014 and I sent it in to get a warranty repair because the coverage was until late August. They emailed me back and said that the damage wasn't covered and i would have to contact them about an out of warranty repair which i was fine with. However, i emailed the rep and called the service and got no answer/put on hold for hours, respectively. When i tried to do it on the website it told me my Tablets ID # had no repair options(I had used said website to get the tablet sent in in the first place). my solution case number was XXXXXXXXXX

Desired Settlement: I want to find out how to get my tablet repaired through Microsoft. I didn't mind when it was just the kickstand but it is now having start up issues as well and i don't want to bring it to a private repair service.

10/13/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I paid online to renew my yearly subscription to Microsoft office on 9/13/14. I tried for almost 2 weeks to install on my computer and finally called CS tech support on 9/25/14. The agent told me that she did not see where I had paid for the renewal so, "it must have not gone through and you need to go and purchase it and try the install again". I told her that I had already paid for it on the 13th but the money had not been withdrawn from my account so I would do as she suggested and try to install again. I paid again, got a confirmation email, was able to install and then the next day saw that I had been charged twice. Both charges were taken out on the 25th. I spent 20 minutes in an online chat session trying to resolve the issue and kept being told by the CS person ******** ** that I had paid for 2 years. I pointed out that according to their info on my account, I had paid on the 13th and the 25th for the same thing...not for two years and I wanted a refund for one of the transactions. He said that they couldn't help me and they needed to escalate my problem to another department. I asked for the phone number to billing account services because the problem was too difficult to explain in an online chat session. Then I spent the next hour speaking with another CS representative (***) in another country that didn't understand what happened with the transaction and I must have re-explained myself ten times before he told me that he needed to escalate my issue to another department for further assistance. II was given a service request number and told that "someone would get back to me within 24 hours" which never happened. I just want my refund for the double billing that was charged to my account due to erroneous information given to me by their employee.

Desired Settlement: refund of $108.24 but after the time and trouble they have caused due to the problems it created with my checking account and possible insufficient funds, I feel like I should be refunded both charges of $108.24 and given a FREE one year subscription to microsoft office.

10/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a Day One Edition XBOX One and my controller grips are squeaky and loose, and my B button is not functioning well. Called the warranty department because I have several friends that said they will send me a new controller free of charge for being a Day One purchaser. I call the warranty department and they want me to send my Day One edition controller in for repair and I will be without a controller for a long period of time. I stated that I know they have given other customers a free controller for the trouble and I would like to have that happen so I don't have to worry about losing my Day One Edition controller. I would literally put the Day One Edition controller on a shelf to keep as a souvenir. They claim that they only offer that to select customers. I've been a loyal XBOX Gamer since the original XBOX. I've owned 2 original XBOXes, one standard and the Halo edition, 4 XBOX 360's (1 Pro, 1 Elite, 1 FFXIII Edition, and 1 Slim). The last time I had to send something in for repair to Microsoft was my original XBOX 360, I sent it in with my HDD and was given back a system without an HDD while being told I was getting a "Free upgrade to the Pro with HDD"...I don't trust the repair center to send back the right controller, and I would like the same offer they gave my friends. I'm not quite sure why I'm discriminated against.

Desired Settlement: I would like Microsoft to send me a new controller like they did for my friends and several other people I saw online. I'm not asking for the world, just to be treated fairly, especially since I've been such a loyal customer.

10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ******* laptop from ******* in November 2013. From January 2014 until approximately April 2014 I was in contact with ******* as my laptop continuously crashed. ******** **** replaced the hardware twice, however, the laptop continuously crashes on a daily basis. Finally, today, I called Microsoft as the crash information always gets related back to Microsoft. Further, I had been advised by an **** technician that after swapping of the hardware, there was nothing else **** could do for me. After being on the phone nearly 38 min, the customer service representative of Microsoft, '****', admitted that she only would do basis trouble shooting, could not transfer me to a technician, and advised me to seek an advanced troubleshooting service for which I would have to pay for. I repeated my questions to make certain that I understood '****' correctly. She confirmed that the laptop has a complex issue, which was not my fault, however, to get this faulty product fixed, I would have to pay for an advanced technical support service.

Desired Settlement: I would like to have a laptop that works without crashing. Further, I would like to get my Windows Office Product Key reset as I lost three installations on this particular laptop following 'basic' repairs namely through resetting to manufacture settings. In reality, **** and/ or Microsoft should have exchanged the faulty product and replaced it with a working laptop. However, both companies remain elusive, blaming each other for the laptop's dismal performance.

10/9/2014 Problems with Product/Service
10/8/2014 Guarantee/Warranty Issues
10/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After trying to cancel my auto renewal payment of both xbox live and xbox music on this site: https://account.xbox.com/en-US/Subscriptions/Manage, I encounter a error message repeatedly. After reattempting to do this with many different browsers and a few different computers I still encountered the same error. So I did some research and after researching this issue it seems to be a common issue dating back to 2009. I believe the "error" message that is received when trying to cancel auto payment is in fact not a error message but a Fake error setup to discourage people from canceling their subscriptions.

Desired Settlement: I wish for Microsoft to "fix" the ability to cancel a subscription so that it actually works and allows subscribers to cancel their auto payments.

10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have many issues involving this incident. My Microsoft Surface RT (computer) began malfunctioning and it was still under warranty. I called and was told by a represenative to ship the laptop back and I would receive a replacement within 5 to 7 business days after they received it. I was given a email receipt that the item was received on 9/9/14. I received an email 3 days later saying a new computer would be shipped in 2 business days. One week went by and I never heard anything or received anything. On 9/19/14 I received an email from Microsoft with a tracking number saying they had shipped my computer, but when I tried to track it,******* told me nothing had been shipped. To date, 9/24/14, nothing has been shipped. I have called over 10 times and are continuously given the run-around and put on hold for 30 - 45 minutes at a time. I am switched to many people who know nothing about my case. After calling numerous times, one of the reps told me my computer was missing parts and another one told me the screen was broke??? None of these things were like this when it was shipped! The supervisors at Microsoft tell me they do not have a direct number (so I get a different person everytime I call) to reach them, they refuse to give me their last name and they will not tell me what city and state they are located in. They also tell me they can not tell me where my computer is or when I can expect it??? What kind of business is this??? Product_Or_Service: 8/1/2013 Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to honor the warranty and replace my Surface RT!

10/7/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/6/2014 Billing/Collection Issues
10/6/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In the month of April, I created a VM in my Windows****** account. Although I did not use it, I was charged for it's existence. In the month of May I asked for a refund which the customer service took care of. In June I asked for further refunding of charges of $226.90. On June 10, I was contacted by the customer service person that I will receive a refund. The support ticket is XXXXXXXXXX. Since I did not see any refund in July, I opened the same ticket to enquire. I was surprised to note that the ticket was closed by them without giving me any feedback. In August I reopened the ticket again for clarification. This time also I saw the ticket was closed without any response. To see the status, I tried to open the same ticket today. But I can't see the ticket at all. I have no feedback from Microsoft about when will I get the refund.

Desired Settlement: (1) Improve the customer service for ***** customers and promptly respond to support questions. (2) Refund the amount of $226.90 that has been charged from me.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been locked out of my Microsoft account since Thursday evening. My complaint was escalated to the advocacy team Friday morning at 6AM ET and I was told to expect a 72 hour turnaround to resolve this. It's been 96 hours and counting. Attempts to get answers from Customer Support have netted me generic blanket responses such as "Be patient" or "Try again tomorrow"

Desired Settlement: Access to my account and the features I've paid for.

10/1/2014 Delivery Issues
10/1/2014 Advertising/Sales Issues
9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought Microsoft Office and would never download properly to computer. Received no resolution after over 10 hours on phone with techs. Bought Office for my son's mac for Christmas (as well as one for his sister). He tried to download it and it never downloaded properly. Sister also had difficulty on her laptop but after a couple of weeks got it to work. Hired a IT guy to help me with your Techs to see if could get to work as son needed it for his school projects. After three different days and hours each day on the phone with techs we were told that this was an emerging issue and they would get back in touch. The techs had been remotely on my son's computer and saw that the program did not work and saw where they emailed his only email for a code. When the tech called back he said that it could be fixed and so my IT guy went back to house and tried to do as they instructed. No luck. The last correspondence was there was nothing they could do. There was something about a different email address that was used but this was not the case. My son only has the one and they saw the email in his computer. I tried to call to see if I could speak with a superior and after over an hour and half, I gave them my phone number to contact me back and no one ever did. I am upset that it took many hours to get nothing accomplished. I have bought many Microsoft products for my business and personal use. I bought the Office (student version) in good faith that it would work. The tech's saw where it was never installed properly on my son's computer and where his email was used for correspondence. It went form an emerging issue to sorry nothing we can do and then never returning a call. I have spent more trying to get it to work than if I had just bought a new one. Now I am afraid to buy a new one as it may not download properly and I have wasted even more money and I do not have hours on end to wait on hold with support. Customer service is very poor and I feel that I wasted what to me is a lot of money for a program that never worked.

Desired Settlement: I would like a Microsoft Office for Mac computer that actually works for my son's computer. If this can't be done, I would like a refund or a credit for one that works. He really needs it for school.

9/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Microsoft sales tech rep sold the latest version of windows (8.1) to me over chat/phone. This was after spending an hour with him to ensure I would be getting the product that would meet my needs. In this chat the sales tech rep told me I could call the Supplemental department the next day to have a DVD sent free of charge. The next day I called the Supplemental department to get the DVD in which they told me I could not use the product I was sold and they did not send DVD's out for free. I explained that I had the chat transcript and could e-mail them the record of what I was told. After 3 hours of various support departments, I was handed off to Technical support that wanted to charge me $99 to resolve my issue. I explained several times that I did not have an installation issue; I had customer service/sales issue. The Technical support employee explained that they are a fee for service organization and could not help me without paying for service. I asked to be transferred to customer service or the complaint department, but he refused. I have paid $70.00 for a product that the company refuses to provide in the manor that was promised. I have the chat transcripts to prove it. I spent over 4 hours in total talking to tech reps and had no resolution to the misrepresentation.

Desired Settlement: I want the product I was promised for the price agreed upon in the chat records. I am extremely dissatisfied with the customer service and misrepresentation. I want the company to appoligize for the conduct and conduct training to prevent this issue from occuring again.

9/29/2014 Problems with Product/Service
9/29/2014 Advertising/Sales Issues
9/29/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribed to the Microsoft Office 365 at the start of last school year. We started having issues with it working fairly soon after we started but I was able to clear the error and use up until November at least but then in December I could no longer fix the error or use the product. During the time we were using the service, Aug to Dec 2013, I went into my account and disabled the auto pay so that I could have basically a pay-as-you-go because my girls were both in elementary they only needed it randomly for special assignments but the auto renew would not come off the account for some reason. The way that I knew it did not come off was when I needed the service again I selected the payment option and paid and then when I was checking my account to see if that pmnt had cleared a few days after I saw 2 charges so I knew one was the auto bill pay so I went into my account and selected to stop that a couple times. I did not know at the time but my computer had been hacked and hijacked and so they were accessing my programs and did a number on my computer, for which I do not hold Microsoft responsible for, but in when I contacted Microsoft in December and asked them to cancel the service that was with a rep on the phone so my computer issues would not have been responsible for the rep not cancelling the service. The rep even asked to trouble shoot but I declined because we were out of school so I told the him that I would try it again later when we were at a point that we need it again. There was no need to troubleshoot a service I was cancelling. Then in July I was going thru my******* account and saw I had been billed again so then I went back to Dec and saw that it had never been cancelled so again I contacted Microsoft, I just wanted it cancelled and refunded but the rep talked me into letting him call me to trouble shoot and when we could not clear the error after I think 3 attempts we left the conversation that he would get it cancelled and I would get my money back from December but neither of those happened. I do remember him saying I would get a confirmation email the following day and I remember that when I had the opportunity to look it had not yet arrived and I doubt I ever gave it another thought until today when I tried to restart my subscription only to find out it still was active and still billing so again.. I contacted Microsoft and asked for the refund and they refused to do so stating the rep from July only noted troubleshooting and did not note the account that I wanted it cancelled or refunded so the only process they offered to get any money back was to fight it with******* but the rep from July did not note that I wanted the account cancelled and refunded so when******* contacts Microsoft that is what they will be told so that is really not a solution for the time I paid for the service when I had requested it to be cancelled by a rep. I stated to the girl today that the credit isn't what I even really need as a solution as I am trying to restart the service so if they could give me 8 mos of service from today I would be good with that or the equiv that I paid as a credit against a year subscription I would pay the difference but they would not do either. They would only give me the option to dispute with*******. I told the rep it makes no sense to me that Microsoft would want to go thru a negative process to take care of the problem. I even said I would be happy to have half off the year subscription as a trade for the problem and they declined that option as well. She stated she had a escalation rep look at it and they declined any other offer too. I cannot know what a rep is including in the note on the account or not on a call. At the end of my call with the rep in July and he told me I would receive a confirmation email w/in 24 hours I believed that to mean: since 3 install attempts failed as I had stated they had since back in December that he meant you will get an email confirmation of the cancellation and refund.

Desired Settlement: Full refund from December to today and since I cannot remember the day of the month I called in December and all I can use as point of reference is the fact that my girls were off for Christmas break I would be good with 12/30/13 - 8/30-14 or give me the service for 8 mos at zero. Either one accomplishes the same thing. Additional info: July's phone call was on 7/22 until I believe 4 or 5 in the morning after I got home from work about midnight. The monthly subscription is $9.99.

9/25/2014 Problems with Product/Service
9/24/2014 Billing/Collection Issues
9/24/2014 Problems with Product/Service
9/24/2014 Billing/Collection Issues
9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called in to customer service and spoke **** regarding issues redeeming a 14day trail of Xbox Live that came in the $400.00 system I just bought from********. **** told me it might not work because I was already an Xbox Live Gold member previously in life.(which sounds ridiculous) The insert says you cant add it an existing Xbox Live membership which I don't have, sounds like false advertising to me. Then I ask for a supervisor(all downhill from there) **** takes an extremely loud deep breath as if I was bothering him! After being on hold for 15min, A supervisor(she claimed to be at least)named ****** came on the phone and I was telling her how I didn't appreciate ****'s attitude & gestures on the phone she cuts me off and says "so what can I help you with?" completely disregarding my issue with the unprofessionalism that was taking place. So I proceed to ask her if thats how they treat their customers and she replies "Im trying to fix the issue you called in for". Im completely disgusted at this point so I ask for her employee number, she refuses. I ask for a manager, she refuses. I ask for her managers contact info, she refuses. The only thing I was able to get and I don't know if its made up by her or not is a case number XXXXXXXXXX. I cant believe the way I was treated being a customer for about 10 years now! I think its time to move on to *********** and return this system to the store.

Desired Settlement: Microsoft would have to do magic tricks to keep me from leaving to **** at this point. Fire, rehire, then train everyone all over again because the boldness of their actions show me the lack of good CSRs.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased office small business 2007,I had to replace my computer and now I can not install it. I am not able to install the complete software on my new computer and have used up all of my licenses trying to do so. (With microsofts help) I keep getting referred to different departments and no final resolution is in sight.

Desired Settlement: Fix the problem without charges.

9/23/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a Microsoft Pro 2 that crashed shortly after I bought it. Microsoft exchanged it for a refurbished one that lasted a week before also experiencing problems. Microsoft agreed to refund my money and gave directions on how to handle the return. I was told it would take 6 to 8 weeks to process. The equipment was returned promptly. I received a call when the surface was received and being processed. They told me at that time that everything was approved. I called 8 weeks later and they said that it had to be escalated to management due to the refund amount but that it was approved and the check would be received in August.I called last Wednesday September 3rd and was told by *** that there had been a delay in receiving the check but that they had it and would be sending it out the next morning. I called Friday September 5th and was told by ***** that the check still had not been mailed and would be the end of this week. ***** said that they are a third party company and would not give me the name of her company. Two different people at Microsoft today said that the people I have been talking to are in fact a department in Microsoft Corporation. I was transferred by the Microsoft associate back to ***** who again said that she does not work for Microsoft and will not tell me who she works for. It has been almost three months since I returned the equipment and no one at Microsoft can help. The only people that will discuss it with me tell me that they are not part of that company, won't tell me who they work for and won't return my money. My return authorization number from Microsoft is XXXXXX. Product_Or_Service: Surface Pro 2 with Type cover

Desired Settlement: DesiredSettlementID: Refund I would like my money returned immediately. Not next week and not next month. Three months is too long to hold my money. I also want to know if the people I'm dealing with are indeed Microsoft and if not, what company they work for so that I can submit a complaint against them for their unethical business practices.

9/17/2014 Billing/Collection Issues
9/17/2014 Problems with Product/Service
9/17/2014 Problems with Product/Service
9/16/2014 Advertising/Sales Issues
9/16/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have a copy of Microsoft windows 7 premium home edition installed on my laptop. the program is telling me that the key is not valid, this is the same key that has been on the system since it was installed by ****. I went on their website and had them verify that this was indeed a genuine copy of windows. I contacted Microsoft to have them alleviate the problem. they wanted to know what the key was but I explained that I could not read the key off the sticker on the bottom of the laptop because it was worn off. I was told that even though they still service this program the cannot give me a new key, instead they tried to sell me a windows 8 or a service agreement for $99.00 dollars, which amazingly they could fix my problem once I purchased it.

Desired Settlement: I would like a functioning key for my windows program.

9/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have purchased a valid Windows 8 CD key, and upon reinstalation of the software, Microsoft has refused to honor my key and my windows can not be activated. I have been in many phone conversations, was promised phone calls next day that I never recieved, and was forwarded to disconnected numbers through out the process of trying to resolve this issue with them.

Desired Settlement: I want a key that will install windows 8 on my system, even after re-install, without having to call their activation number.

9/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have a problem with Microsoft that I need help in resolving. Here are the facts: In 2009 I purchased Microsoft Office Professional 2007 (product key ******************************** From 2009 til August 2014 I continually received MS Office Updates for that licensed software. Never once was I informed by Microsoft that there was a problem with my software licensure or requirements. Right after receiving the software, I installed the software on my Toshiba Laptop. That same laptop recently was infected by several viruses resulting in my having to completely reformat and reinstall all software (Including Windows and Office). After successfully reinstalling Windows 7 and virus protection software, I attempted to reinstall MS Office. After several failed attempts, I contacted MS via their "Chat" support. **** ***** identified the problem, asked for my Product ID code, then gave me a link to reinstall the software - bypassing the disc error. When that link didn't work, I again contacted MS and this time chatted with **** ** He verified my Product ID then informed me he couldn't help me because I had a license issue. He then referred me to the "Volume License Department" (XXX-XXX-XXXX) reassuring me that they would be able to help me. Once connected with Volume Licensing, they informed me my software had another "license" that I had to possess. If I didn't possess that license, I couldn't use the software - even if the software I had in my possession was valid according to the Product Key. The woman I spoke with was unable to help me any further. My Question/Problem Why would Microsoft accept payment for software, provide a Product ID, permit the end-user to use the software and receive updates to the software for almost 5 years before saying a thing? My name, address and phone numbers were registered to the software when purchased and installed. No questions then; why now? What changed? Microsoft will not answer any more questions or provide me with a reasonable explanation of why this software is not valid. I am confused, frustrated and ready to purchase a MAC.

Desired Settlement: Either accept license (Product ID) or provide mechanism to purchase license they feel I need to possess.

9/9/2014 Billing/Collection Issues
9/9/2014 Problems with Product/Service
9/8/2014 Billing/Collection Issues
9/8/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have desk top computer Compaq that I purchased 2012 and I don't have problems until yesterday Aug XX XXXX.the connection problem come in after update window 7 and today (Aug XX XXXX)start to contact msn customer service start 1:30 PM tX XX:XXPMbut can't not connected internet who is supervise name is Batra Rahul and more then 10 customer service people gave us long information and some one tell my son install spXXXXX but 20 times try to installed but not workback even he tell us call us back within 30M but never call . connect to call 10 hours and more then 10 difference custom service people inform wrong so we spent 10 hours with customer service phone and 2 times want to connect to super vice but they disconnected phone after we waiting 40-1 hours, we are so stress for all this afternoon and evening , finally my son (******0 saucing the internet find out the connection we solve the problems our self 11:15 PM . the customer service people are don't have enough knowledge and transfer phone to phone people to people around 10 hours. we wasting 10 hours with them but solve problems our self. Product_Or_Service: Window 7

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WANT TO THEY PAY BACK OUR TIME 10 HOURS X BASIC PAYMENT PER HOUR $ 12.00and they can hire my son (15 years old) to work customer service for part time work , He will be provide better service to customer .total payment : $ 120.00pay to : ***** ***/****** NamMailing address: PO *** **** ,Vernon ***** ,ILXXXXX E- *********@hotmail.comt- X-XXX-XXX-XXXXcc: Mr. **** *********

9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Over the past 5 weeks, I have received more than 2 calls from a Microsoft phone number: XXX-XXX-XXX-XXXX. Today, I made the mistake of answering the call. The content of this conversation has been outlined by others who say someone with a heavy Indian (*****) accent says my computer has generated a number of errors, turn it on so they can show me or else it will crash. Clearly this is a scam and after talking with ****** (at the same number), it seems clear that Microsoft is aware of the scam. She did not forward me to a manager or supervisor as I requested leaving a strong suspicion that Microsoft might actually be behind this scheme.

Desired Settlement: What I would like is this: 1. For these calls to cease and desist immediately. 2. For Microsoft to acknowledge the use of one of their corporate numbers for this scheme. 3. For Microsoft to take action to stop, prevent and take appropriate disciplinary action against whoever at this number is being allowed to perpetuate this scam. 4. I would like to be notified of the company's actions toward these ends.

9/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a Surface Pro 3 at **** *** on 08/08. Device random froze a lot and not to mention the log in lag (took approximately 5 seconds on log in screen before I could swipe to log in). I went back to **** *** and tested the display unit and no log in lag observed. I then asked for an exchange but was told no stock for my model. I read on forums and people said Microsoft support was amazing. So I decided to do an advanced exchange. Replacement unit came in 3 days. However, I noticed the faulty on the back of the replacement; it is like a dent but instead of going in, it comes popping out and there is also another one on the other side in a different shape. My original device did not have these so I decided to contact customer support again on 08/16 regarding this issue. I originally asked for an overnight replacement since school day is coming soon and was told that option was not available. But the manager, *****, provided me with advanced exchange option, which I agreed to considering it came pretty fast last time. However, the original device that I returned had not gotten to where it was supposed to go. So my account was locked to prevent any further exchange. ***** was really helpful on this case and kept me updated the whole time. ***** told me he had to contact another department to get this issue resolved and once he gets that done he would proceed to do the exchange for me. On 08/23, I noticed that the original device was removed from my account, so I contacted customer support and asked for ***** to do my exchange. Unfortunately, ***** was not available and *** assisted me instead. This is where I got upset. *** provided with two options; one was in-warranty and the other one was out warranty or something I don't remember, but both were standard exchange meaning I have to ship the device back before getting a replacement. I was trying to to explain to *** that I will have school on Monday and could not do the standard exchange, not to mention the out warranty would cost me more than $300. At this point I did not know what to say anymore so I just told him to do the in warranty exchange for me for $0. So I opened the original case on the 08/11 and it has been 12+ days and the issue still has not resolved. I have spent at least 5 hours on phone and chat (waiting time is ridiculous sometimes). I got really upset during the chat with *** and told him to remove my contact from customer support. ***** was supposed to give me a call on Monday but I do not want to deal with customer support anymore. Microsoft made me feel that I was the one to blame when receiving a faulty device.

Desired Settlement: I just want to exchange for brand new sealed same device same model since I plan to sell the device and get something else for school.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased Windows 8.1 and the software not only crash in my PC I can't do any downloads. After re- installing the software several times. I can't do any updates.I call up Microsoft y several occasions I have a case # XXXXXXXXXX. Tech support was available once fixing my software for 3 hrs. Tech support refereed me to to level 2. tech support did make appointment to continue the repairs for 8/22/14, they didn't call or repair loosing a day of work and money. Didn't call during that that. Today 8/23/14 I call again when I did they put me on-hold for like 1 hr and more. They just hang up the line and my pc is still not working I have the software # *************XXXXX-************ This is unbelievable. http://www.infoworld.com/t/microsoft-windows/the-new-kb-XXXXXXX-windows-81-update-causes-more-problems-it-fixes-XXXXXX

Desired Settlement: My money back plus a day of work total windows 8.1= $ 100.00 Day of work =$ 250.00 total= $350.00

9/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have been a member of ************ since 1976 and yesterday they told me if I did not upgrade my computer to Microsoft Windows 7 or 8 they would no longer recognize my computer and I could not get on their website. Micro Soft is forcing everyone to upgrade their computers to their newest version of windows and for me or other people in my case cannot afford to do that. Micro Soft is making it harder to use the internet and they just want everyone to buy their newest product. To me this a sales pitch for Micro Soft to get people to buy their product and it is notfair to the public. Iknow people who have Windows 7 or 8 and they say it is not computer friendly and hard to work with. I upgrades one of my computers and within two hours I was hacked into and received a virus and it cost me $250,00 to get my computer fixed. If you download Windows 7 or 8 it opens up the system so hackers can get into your computer and cotrol what you do on the computer so I am afraid to do this as I feel I am opening up for identity Theft or virus and i cannot afford to do that. What can we do about this problem. Thank you

Desired Settlement: To be able to keep the windows I have or have them replace my computers and I have three of them.

9/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased the surface pro 3 in June of 2014, less then 60 days later, on or about August 11, 2014, I have had no less then two irreparable "hardware" issues which have rendered the device unusable for its intended purchase. The first reference no is XXXXXXXXXX, the second XXXXXXXXXX. After several attempts to resolve the issue, the matter was referred to the "care" team w/ support. They did not contact me, in the time allotted and, upon following up, I was advised that my request for a refund would not be honored; despite the fact the manufacturers warranty explicitly stating this as remedy and that I had no additional recourse, above the so called "care team."

Desired Settlement: Because I am well outside of the merchant return/exchange window, I want microsoft to honor the manufacturers warranty and authorize a refund of the purchase price, as well as accessories, at the merchant - in this case, ********.

9/4/2014 Problems with Product/Service
9/2/2014 Advertising/Sales Issues
9/2/2014 Billing/Collection Issues
9/1/2014 Billing/Collection Issues
9/1/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I own anHP desktop with Window 7. It has auto update the causes my PC to reset in the middle of the night. Loudly. I got on Microsoft's support page and did a web chat with ******* ** I asked simply how to change the time of the updates, or have it ask me to reset rather than doing it automatically at 3 am in the morning. It used to be a 1 time a week thing but now it is every night and I cannot sleep because of it. Her response? Oh, well the version of Windows you have does not allow you to make changes to the machine I shelled out a couple hundred bucks on and was told I had full windows on it. My only option is to pay $100+ to be able to change a simple setting on the machine I BOUGHT ALREADY!!!

Desired Settlement: I want the ability to change this invasive feature on the machine I own, running SOFTWARE I PAID $70 extra to be on the pc from the get go. I want to be able to make changes to MY PC. This should not come at a **** premium, and I see it as highway robbery. I eagerly await yours and Microsoft's response and hope they will actually take the 60 seconds to service their customer. Thank you.

9/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I got my Surface Pro tablet replaced by*********. The replacement I got was defective, but several different********* employees told me that Microsoft had to deal with the (new) replacement. When I try to get help on Microsoft's website it tells me that my tablet is under warranty, but there are no service options available. After speaking with several Microsoft phone representatives I determined that the only Microsoft store that could help me is 2 hours away and that they can't even fix it, they would just go on the website like I could to ship it out! Long story short, I don't want to drive 2 hours there and back only to find out that they can't help me, or that ill have to go home and come back later.

Desired Settlement: I just want my laptop replaced.

9/1/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: See below for lack of resolution Chat start time Aug 16, 2014 9:45:28 PM EST Chat end time Aug 16, 2014 11:04:18 PM EST Duration (actual chatting time) 01:18:49 Operator ***** Chat Transcript info: "Please wait for an agent to respond. You are currently '7' in the queue." info: All agents are currently assisting others. The current average wait time is 1 minutes. Thank you for your patience. info: Privacy Statement You are now chatting with '*****'. *****: Hello, thank you for contacting Xbox Customer Support. My name is *****. Please give me a moment to review your question. ********: General Info Chat start time Jul 15, 2014 8:40:49 PM EST Chat end time Jul 15, 2014 8:54:06 PM EST Duration (actual chatting time) 00:13:16 Operator ***** Chat Transcript info: Please wait for an agent to respond. The current average wait time is 0 minutes. Thank you for your patience. info: Privacy Statement You are now chatting with '*****'. *****: Hello, thank you for contacting Xbox Customer Support. My name is *****. Please give me a moment to review your question. *****: Hi, ********. *****: Thanks for chatting. *****: You have a query regarding the $75 offer for upgrading to xbox one, right? ********: I understand Microsoft is doing a promotion where you can upgrade your xbox 360 and get $74 off the xbox one ********: 75 ********: yes ********: I was obn the fence about buying one and this may make the decision for me *****: Let me check on that. *****: Can I have your gamertag, please? ********: i looked on my xbox profile and am not sure where to look for it ********: ********* *****: Thanks. ********: ive had live for many years *****: Let me document it here on our end. ********: and owned Microsoft ********: xbox (original) from day one of launch ********: and have had 360 since ********: just haven't upgraded to one yet (mostly due to no backwards compatibility with game) *****: Thanks for waiting. *****: You have seen that promo code on your dashboard, right? ********: im not sure where to look *****: Congratulations! I bet you are one of our long time, die-hard Xbox 360 user! We value your business with us, truly. And as a matter of fact, you are chosen to take advantage of this great offer. If you will buy and Xbox One up until July 31, you will be eligible with the $75 Promotional code. This Promotional code can be used for games, add-ons, movies and more. The only requirement here is that, you will buy any Xbox One/ Xbox One bundle, aside from getting the bundle you will get the $75 Promotional code. *****: It will be an exclusive $75usd Xbox Promotional code with the purchase of any Xbox One or Xbox one bundle from Microsoft Store or your local retailer. ********: i heard about the offer, im just not aware of where to look for it *****: You will be given the code once you will buy the xbox one console bundle from Microsoft ********: Store or your local retailer. ********: so anyone is eligible? as long as you have a 360 and a live account? *****: Yes, that is right. ********: even though i don't see anything on the ********: 360 saying that *****: Yes, ********. *****: The promotional code will be provided by Microsoft Store or by the retailer where you will buy the xbox one console bundle. ********: but i can purchase it anywhere..? *****: Yes, from your nearest retailers. ********: ok great. ! *****: Thanks. *****: Is there anything else? ********: i guess that's it. thanks! *****: I am glad I was able to. With your permission may I close this ticket and tagged it as resolved? info: Your chat transcript will be sent to *********@yahoo.com at the end of your chat. ********: yes *****: If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day! *****: To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of ********: your day! *****: Am I chatting with ********? ********: General Info Chat start time Aug 16, 2014 1:00:31 PM EST Chat end time Aug 16, 2014 1:40:21 PM EST Duration (actual chatting time) 00:39:50 Operator ******** Chat Transcript info: "Please wait for an agent to respond. You are currently '12' in the queue." info: All agents are currently assisting others. The current average wait time is 1 minutes. Thank you for your patience. info: Privacy Statement You are now chatting with '********'. ********: Hello, thank you for contacting Xbox Customer Support. My name is ********. Please give me a moment to review your question. ********: I have a previous transcript.. if this helps ********: Chat start time Jul 15, 2014 8:40:49 PM EST Chat end time Jul 15, 2014 8:54:06 PM EST Duration (actual chatting time) 00:13:16 Operator ***** Chat Transcript info: Please wait for an agent to respond. The current average wait time is 0 minutes. Thank you for your patience. info: Privacy Statement You are now chatting with '*****'. *****: Hello, thank you for contacting Xbox Customer Support. My name is *****. Please give me a moment to review your question. *****: Hi, ********. *****: Thanks for ********: chatting. *****: You have a query regarding the $75 offer for upgrading to xbox one, right? ********: I understand Microsoft is doing a promotion where you can upgrade your xbox 360 and get $74 off the xbox one ********: 75 ********: yes ********: I was obn the fence about buying one and this may make the decision for me *****: Let me check on that. *****: Can I have your gamertag, please? ********: i looked on my xbox profile and am not sure where to look for it ********: ********* *****: Thanks. ********: ive had live for many years *****: Let me document it here on our end. ********: and owned Microsoft xbox (original) from ********: day one of launch ********: and have had 360 since ********: just haven't upgraded to one yet (mostly due to no backwards compatibility with game) *****: Thanks for waiting. *****: You have seen that promo code on your dashboard, right? ********: im not sure where to look *****: Congratulations! I bet you are one of our long time, die-hard Xbox 360 user! We value your business with us, truly. And as a matter of fact, you are chosen to take advantage of this great offer. If you will buy and Xbox One up until July 31, ********: you will be eligible with the $75 Promotional code. This Promotional code can be used for games, add-ons, movies and more. The only requirement here is that, you will buy any Xbox One/ Xbox One bundle, aside from getting the bundle you will get the $75 Promotional code. *****: It will be an exclusive $75usd Xbox Promotional code with the purchase of any Xbox One or Xbox one bundle from Microsoft Store or your local retailer. ********: i heard about the offer, im just not aware of where to look for it *****: You will be given the code once you will buy the xbox one console bundle from Microsoft Store or your local ********: retailer. ********: so anyone is eligible? as long as you have a 360 and a live account? *****: Yes, that is right. ********: even though i don't see anything on the ********: 360 saying that *****: Yes, ********. *****: The promotional code will be provided by Microsoft Store or by the retailer where you will buy the xbox one console bundle. ********: but i can purchase it anywhere..? *****: Yes, from your nearest retailers. ********: ok great. ! *****: Thanks. *****: Is there anything else? ********: i guess that's it. thanks! *****: I am ********: glad I was able to. With your permission may I close this ticket and tagged it as resolved? info: Your chat transcript will be sent to *********@yahoo.com at the end of your chat. ********: yes *****: If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day! *****: To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day! ********: Hi ********! Thanks for providing me the chat transcript. Please give me two a moment to read that to be bale to understand the issue. ********: Thank you for patiently waiting, ********. ********: May I ask if you received the message regarding the $75 xbox one upgrade credit on your console on the July? ********: i did not but i heard about it, that's why i chatted on july 15 before purchasing it. i was not sure if i was eligible or not, but the chat representative said i was and i purchased one, and waited until aug 15 but never received a ********: credit ... ********: i made the purchase based on the chat session stating i would receive the credit ********: i was on the fence about purchasing the new console until i heard about the promotion ********: Oh, thanks for confirming that you heard about the offer. I understand that you also wanted to have the $75 xbox one upgrade credit and a lot is wanting to have it as well. ********: i clearly asked the representative in the chat if i was eligible and he stated i was ********: but i have not received the credit in my account as of today ********: Yes, I read about that and I am glad I have you to explain this to you. ********: The promotional offer on July was sent to a selected customer and once received the Xbox has to set as MY home console. I actually been a long time customer of Xbox and haven't received as well but my friend does. ********: Lucky for her! ********: im not sure what you are explaining. i just need the $75 added to my account as described on july 15 when i chatted previously. I spend a lot of money on this based on the promotion. ********: i asked before i purchased.. i did not assume i was going to get a credit, i asked and the representative ********: said i would... ********: Sorry for the confusion. ********: Let me explain further. ********: so please honor the offer and add the $75 to my account. I am limited on time and have to leave shortly ********: i really do not need anything explained, i just need the offer honored ********: i have to leave now. ill be looking to the credit when i return. if not ill have to contact a corporate supervisor. thanks info: Your chat transcript will be sent to *********@yahoo.com at the end of your chat. ********: I perfectly understand you ********. ********: We do apologize if it was not explained to you by the previous agent. ********: Are we still connected, ********? ********: I have not heard from you for a while. Do you still need assistance? ********: If you have further concerns, feel free to chat us back. Thank you for contacting Xbox Chat Support. Enjoy the rest of the day! ********: yes please review the previous chat sessions and connect me with a supervisor to resolve *****: Can I review this transcript, ********? ********: please take your time and forward to a supervisor to resolve. I had to chat earlier and the agent was not very helpful and after 40 minutes of no resolution I had to leave *****: I see, please stay on this chat and I will check every details on this transcript so we can be able to resolve this. ********: I just need the $75 credit promised added to my account or arrangements made to return this to Microsoft for a refund ********: thank you *****! *****: You are welcome and the pleasure is all mine. *****: Please give me time to check the transcript that you have provided. It is quite long. *****: Do you have a reference number for your previous contact? ********: there is no reference number ********: it is a email that you sent me *****: No worries, I have been able to check it on my end, please stay on this chat. ********: thank you very much *****: You are most welcome! *****: Thank you for patiently waiting. *****: I do apologize for the possible mis information that has been provided to you. *****: Did you receive the promotional offer on your email address that you use for your Xbox account? ********: I did not ... that's why I chatted with ***** before purchasing ... ********: and as you can see in the chat... he said I was eligible *****: Yes, I was able to see that. ********: i would not have made the purchase if i was not going to receive the credit *****: This is a random offer that has been sent to loyal customer and you will be eligible for this promotion once you receive the email. ********: so now i just need someone to help fix it *****: What did you purchase? ********: xbox one bundle ********: on july 17 *****: Console bundled with a game, just to confirm it. Is that correct? ********: 2 days after confirming with agent ***** ********: the forza motosport ********: ******* bundle.. xbox one, 2 controllers, and ***** *****: I see, so what do you want for it, ********? ********: the $75 credit that ***** confirmed i would receive ********: in my xnox account *****: I see, I know how you feel and I know where are you coming from but as much as I want to give the $75.00 credit that has been promised to you, I cannot provide it since you can only get the credit if you receive the email coming from us and which we cannot guaranty since it was randomly offer or being send by our system. ********: then i need a supervisor to help me ********: i would not have purchased this if ***** did not give me incorrect information ********: which is clearly documented in the chat ********: i am trying to be patient but am getting extremely frustrated *****: Okay, please stay on this chat while I check for the available supervisor since my supervisor is engaged on a chat. *****: I know that it is clearly documented on the account and we do not tolerate this kind of attitude in sending out mis-information. *****: My supervisor will also inform you about this option, you will still need to receive the email before you can get the promotional offer. ********: well it is being tolerated if no one is able to fix it by honoring it.. ********: it is outside of return policy so i cannot get a refund at this point if i wanted to ********: i was not the one who gave the wrong information... agent ***** gave be the wrong information *****: Yes, I believe you and I was able to see it on the transcript. *****: By the way this chat is being monitored by my supervisor as well and it is possible that they will inform you on what I have informed you earlier. ********: i just need this resolved.... *****: Yes, that is what, I want for this concern as well but the for us to be able to resolve this concern you will need receive the email offer that is randomly sent by our system, ********. ********: ill wait for the supervisor... *****: Please stay on this chat while I check again for my supervisor, ********. ****: Hello ********, I am **** the immediate supervisor of *****. I was able to check and review your concern here and as I understand, your concern is about the offer for the 75$ promo upon purchasing the Xbox One console. Am I right on that one? ********: yes you can read a previous transcript with agent ***** ********: agent ***** said i was eligible for the offer .. ********: and i purchased an xbox one 2 days later ********: i would not have made this purchase if i was not eligible. ********: i took the time to chat and ask before i made the purchase and now am being told there is nothing that can be done ****: Alright, I perfectly understand that one and I would like to apologize in behalf of one of our representatives. And for your case, if you will be eligible for the promo you will be prompted for it on your dashboard. ****: You will be informed and be given with the promotinal code if you were eligible on or before 08/15/2014. ********: ********: so anyone is eligible? as long as you have a 360 and a live account? *****: Yes, that is right. ********: even though i don't see anything on the ********: 360 saying that *****: Yes, ********. ****: I would like to extent my apologies if the last rep has provided you with an information that all of the users who purchased the console will be having the 75$ promotional gift. ********: **** i am being patient as possible but am really upset right now. i made a $500 purchase based on what the agent told me and Microsoft is not wanting to honor the $75 ********: i cannot return this item as it is past the return policy ********: so i am stuck with it ****: I perfectly understand that one, ********. I really do not want you to feel frustrated , I really do know that your a patient and trying to understand this one for us. ********: do i need to file a claim with the better business bureau? your agent lied to me ********: and it is all documented ****: I really understand how you are feeling as of this moment, But I know that you will be getting a huge benefit on your newly purchased new gen console. ****: I really would like to give my deepest apologies if the one of the representatives has provided you with a misinformation. ********: i don't want apologies. i just want the $75 added to my account, and if you cannot help me please have your supervisor help me ****: On your case, as a fellow member of our Xbox community , we are giving you all the offers that is exclusive for Gold members. In fact, you can both downloads the Games with gold with both of your xbox 360 and XB1 consoler. ****: *console. ****: I am the immediate supervisor here ******** and I would like to inform you that if one of our representatives has misinformed you for the promo. And as much as I would like to help you for this one, we do not have the tools or any buttons to process this right away since you are not able to receive the promotional gift. ********: so who can help me, because my next step is to file a claim with the betterbusiness bureau...this is absurd. and there is no way to call or email on the xbox website ********: i am having to waste time chatting because of poor information given to me and there is no one to reach otherwise ********: can you open a case adnd forward this to someone who can help? ****: We do have a site on where you can provide your sentiments and feedbacks for our new gen console. We perfectly understand how you are feeling and we do not want this to blow out of proportions. Again, my sincerest apologies of the misinformation that you have received. ********: how do i contact someone who can help me? ****: And for the feedback and sentiments we would like to hear it and we suggest that you check on this link : ****: http://xbox.uservoice.com/ ********: so i can send them all of these transcripts ****: This is a direct contact to our developers and all you have to do is post your feedback and sentiments for the new gen console. info: Your chat transcript will be sent to *********@yahoo.com at the end of your chat. ****: And again for the promotional gift, this is randomly given to those who is eligible to receive it and you will be prompted on your console's dashboard if you will be receiving it. ****: We would like to inform you that all of this information has been brought up on all of our agents, and ***** is aware of it, it just happened that one our agents has mislead you with a different information. ****: Hello, ******** , were you able to check the link I have provided on the chat? ********: it is not accepting the transcript ********: i need an email for corporate ****: I see, were you able to sign in using your account? I can also suggest that you provide the reference number on your previous contact with us. ****: For the email, we have managed to suggest that the link will be the one who will serve as the direct website on where you can provide all your feedbacks/suggestions and sentiments so you can have a direct contact to our developers. ****: ********, Are we still connected on our chat? I may need to know if you still need my assistance. ********: yes ****: I thought I lost you. Glad to know that you are still here. ********: i am trying to find a way to contact someone via email ****: So were you able to post your feedback on the link I have provided. Our developers will be able to check the thread you have posted and our moderators will be able to review it. Alright? ********: it will not let me post ****: I know that my apologies as of this moment will not benefit , but I will be making sure that we will be addressing all your feedbacks and concerns so we can give you all the options here. And also I do not want you think that you want the console will be a waste since you were not able to get the promotional code, I would like you to inform that there will be upcoming new titles for the new gen console and also for the 360. ****: How is it going there, ********? ****: I may need to know if we are still connected. Are you still there? ********: it is not accepting my post ********: can you please just open a case and forward this to someone who can help ********: i am tired and don't want to mess with this anymore ****: What do you mean by that? May I know if you are currently signed in to your account? Have you also tried using a different browser? ********: it freezes when i try to post the idea ****: Oh, that is a bit odd, this usually happens if there is a problem on the browser that you are using. Have you tried posting on a different browser? ****: It is highly recommended that post it via the link so it can be checked by our developers directly. ****: I know that this can be frustrating since the offer is not yet available and you were not able to receive it since you were not prompted. But on the brighter side, I know that you will be having great time on playing on the new gen console. ****: ********? ****: I have not heard from you for a while. Do you still need assistance? ****: I have not heard from you for a while now, do you still need assistance? I would need to check on you every 2 minutes or so as being idle might disconnect us from the chat session. ****: Since I have not heard from you for a while, I would have to close this chat session. Should you need any assistance regarding Xbox, feel free to contact us again and we will gladly help you anytime. I hope that you understand that this is needed to be done in order to assist the next customer on queue. Have a wonderful day and take care!

Desired Settlement: $75 credit to my account as promised and another $75 for my wasted time and energy trying to resolve this issue.

9/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 23rd, I had set my WP8 Windows phone on top my car and drove off. I remembered that it had a find my phone feature, (which was enabled at the time of loss)to locate it using a computer online. When I got home, I rushed to my computer and logged into MY account (**************@yahoo.com). Much to my surprise my phone was not showing up, nor my purchases, though I never had this problem before, for prior to the loss it was easy to sign in and see my purchases and my "OneDrive" cloud storage. It even automatically put my pictures from my phone to my home computer. But I guess when you need to use a great feature like "Find my Phone" which isn't often, if ever... it fails. I instantly came to the conclusion that in order for such events to occur, someone had to pick up my phone and mess around with my account since my password was stored on it. Realizing this I called Microsoft, and asked for them to move all my info (credit card, purchases & cloud storage) to my proper account @ **************@yahoo.com, that my account was compromised. The lady, to which I spoke to said, "For security purposes, there are only 2 ways Microsoft verifies accounts... One which is providing an email that is associated with the account (which was maliciously changed, so impossible) or two, to receive a text with a security PIN (also impossible at the time since I had LOST the phone, therefor no number to text!). So, I bit my tongue, and may I add that my Debit Card info was stored to my Microsoft Store App on the phone... called at&t and they bricked the phone from service and wifi. The lady also promised before hanging up with me that once I got a new phone with the same number, that I could retrieve all my info, apps, and cloud storage and there would be no hassle. Now I'm mad! Why? The answer... I got a new phone with my old number (XXX-XXX-XXXX) and it's still a struggle with no light at the end of the tunnel. I've been bounced back and forth between chat session to chat session, phone call to phone call, and my final straw was the guy who took my number just in case of disconnection, told me he would be right back and hung up the phone, with no call back and it's been 2 hrs. Had they released my info to me through common sense and lawful protocols (I offered my drivers license, debit card info, picture of myself holding my license, my social security card, etc.) and moved all the info back to it's rightful home of the original **************@yahoo.com as I had requested... I may have been able to track down my phone (since it still had battery and obviously someone had possession of it), regained all my priceless photos of my growing daughter, have all my apps that I paid good money for, and a piece of mind. Since they failed to do so and the promise has yet been fulfilled, it's cost me- $200 for replacement phone, Unknown figures (will have to check bank statements now) for purchased apps, hours upon hours of my time, trust in software developers, and trust in Microsoft. As a consumer I feel let down by a corporate giant... All attempts to contact have not had any success, it comes off that they don't even care about helping it's customer out. I get the run around every call and chat I've had. And I have been told there was no number for Windows Phone that it's chat only but somehow while talking to the billing department, they pushed me through to the windows phone department and guess what, they hung up on me. It feels that they want my money, but do nothing to fulfill what is a very crucial part to customer satisfaction, which is the proper handling of my personal information that I entrust into Microsoft. Even one guy from Microsoft told me to use Dropbox to avoid this happening. Why would Microsoft outsource itself and look for alternatives instead of handling the problem. On a second note, I had purchased a Surface Pro 3 w/ Office 365. While I'm happy with the Surface Pro 3 I could not get my Office 365 to work. I finally took it back after more promises from Microsoft that it would take care of me and so called "escalated me to level 3, which translates to immediate service, which I did not receive). My employer paid for a fresh copy of it elsewhere and my Surface now has it. But it just shows you how GREAT Microsoft's team of experts are and how much they care.

Desired Settlement: I want all my backups from the cloud, my card removed from there servers, and at this point after all the headache I've received and having to involve 3rd party(ies), I would like the $200 deductible I had to pay since customer service did not take the time to make sure my information is secure, and the sad thing is, is that it still has not been secured!!!

8/28/2014 Guarantee/Warranty Issues
8/28/2014 Problems with Product/Service
8/27/2014 Problems with Product/Service
8/27/2014 Problems with Product/Service
8/27/2014 Problems with Product/Service
8/26/2014 Problems with Product/Service
8/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered Toshiba Satellite C55-B5298 Signature Edition Laptop from website, was described and advertised as a touchscreen model. Received said product only to find out it was not a touchscreen. Called Microsoft Online Support to remedy the situation and have received the run-around for days. Had discussed a solution with a certain higher-level customer service employee who said they would run some numbers and get back to me within a day. Several days, calls and messages from me have passed and I have yet to hear back.

Desired Settlement: Even exchange for a product that meets the specifications of the product advertised that I paid for.

8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not been able to get into my ********@hotmail.com email account since July 24th and I have very important emails and documents there I have been unable to retrieve. I have filled out SEVERAL forms that asked me for verifying information for my account and I have given all the information I had. I just filled out another one of those forms tonight and I had emails sent to me at ********@hotmail.com from the following email addresses: ********@mindbloompreschool.com, ******************@gmail.com, and ********@msn.com. The forms ask me for sent messages but I have not sent any messages recently because I have been unable to get into my account. I am tired, this is extremely frustrating, and I need to access my account ASAP. I wish someone who is a live human could help me with this because all I get is an automated response that states that I have not verified information that proves me as the account holder. I even called a number for Microsoft regarding this and got directed to tech support who had me recreate another email account and then I was sent yet another form to fill out and still be denied. I am asking for someone who is a human to please, please, please contact me via my new email address at ********@hotmail.com so that I may be able to maybe change my password ** be able to retrieve my account again. I have owned ********@hotmail.com for nearly 20 years and it is a horrible shame that I am now being treated this way. I have given every piece of information I have been asked to give that I can remember and I feel as if this is poor customer service to keep running me around in a circle and not help me get back into my account. I understand that there is account security for my protection, but I am not sure why I am unable to be helped with this by a person, when 2 days prior to being locked out, I was asked to change my password *** I did and then I had these problems. Please just follow up with me so I can get back in my account. I can even be called at XXX-XXX-XXXX. I live in the DC area. I opened the account when I lived in Chicago, IL. Please help me get back into my account. My entire life history is in this email account and I am suffering dearly without it. I have been paralyzed professionally, socially, and emotionally from not being able to access my email account. Thank you. ***** *****

Desired Settlement: I would like for a human being with a brain to contact me via phone at XXX-XXX-XXXX or via my new email account at ********@hotmail.com to help me with this. Changing my password ***** help remedy this but most of all, I need someone, a person and not a computer, to get involved in this matter. I am being unfairly kept out of my email account. I also want them to help me get back into *********@hotmail.com because this was my backup account and I am also locked out of this one. I have lots of details about my account info that I can provide because there's still emails stored in my iphone. I can verify things up until 7/24/14 when my account was blocked. Thank you.

8/25/2014 Problems with Product/Service
8/25/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased in Office 2013 in July, 2013. Shortly after the warranty expired, I began having problems with excel crashing for no reason, which prohibited me from working. I contacted Microsoft support, and they told me that I needed to pay $99 for Premium Support in order to get assistance. They also stated that this support would be good for as long as I had the issue with excel - i.e., I would only have to pay it once. This issue persisted, usally on the 6th or 7th day of each month, and I received support on December 7, January 7, Feb. 10 and March 10. I didn't have problems again until June 7, but they were resolved after a software update. On August 6, the problem re-emerged. I contacted Microsoft support, and they stated that my Premium Support had expired and was only good for 30 days. However, the Company had fixed my problem 4 separate times after that initial payment more than 30 days after that initial payment, and they honored their agreement. Furthermore, I check with my Microsoft subscriptions online, and the Premium support was listed as Active, and under expiration date, it said "Unlimited" further supporting my claim that what I had purchased was unlimited support for this issue. Microsoft initially refused to help me and honor the agreement despite this evidentiary support. After 2.5 hours of haggling, they agreed to support me this one time. I have no confidence this issue has been fixed, my account is still active with an unlimited subscription per Microsoft's own records, so they need to continue honoring the agreement as I have zero confidence the issue is solved. The amount of time I have spent on this vs. serving my clients costs me money.

Desired Settlement: I want Microsoft to continue honoring the agreement and I would like $1,000 for the amount of time spent convincing Microsoft to honor their contractual agreement which their own records prove was granted, and as punitive damages. The bait and switch going on with this support is borderline fraud.

8/20/2014 Problems with Product/Service
8/19/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: MICROSOFT HAS BUILT INTO THERE PROGRAMS THAT AFTER A CERTAIN TIME THEY STOP WORKING AND YOU ARE FORCED TO PURCHASE AN UPDATED PROGRAM AT FULL PRICE . I MUST NOW PURCHASE A 148.00 PROGRAM WHEN THE OTHER VERSION WAS WORKING FINE !

Desired Settlement: JUST THE "KEY" NUMBERS TO CONTINUE TO USE MY PROGRAM OR GIVE ME THE 2013 VERSION EITHER "FREE" OR AT A DISCOUNTED PRICE ,SINCE I AM A PREVIOUS CUSTOMER ! I HAVE THE PAID RECEIPT FROM "BEST BUY" TO PROVE I HAD PURCHASED IT IN 2009 .

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: microsoft is not allowing me access to my email, a window crops up with some message about being overprotective, when i finally got a person on the phone, i was informed i had to set up another email address for some code to be sent to. This has been going on for six months now, I am not able to access my account. microsofts actions are criminal i am a disabled person and they are causing undue stress for me, and needless frustration no wonder people go postal, they dont have a choice. There is no reason that i should have to set up another email or deal with some riduculous code, microsoft thinks for some reason they can play god and haress people

Desired Settlement: i want to be able to access my **** email account, and not be harressed about entering some stupid code, i should just have to enter my email add and password and that should be it..

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I chated with Microsoft support on my computer because i was trouble activating my software. the person at Microsoft support told me that I have reach my limit on activation and I would have to spend $40. I have paided 139.99

Desired Settlement: I want my software activated

8/14/2014 Advertising/Sales Issues
8/13/2014 Problems with Product/Service
8/13/2014 Problems with Product/Service
8/13/2014 Problems with Product/Service
8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft has locked me out of my hotmail e-mail account because I would not supply them with a phone number. I have been unsuccessfully trying to get back into my account using an alternative e-mail address. That wasn't good enough for them - they want me to disclose too much personal information. I have submitted verification form after verification form to get back into my account.

Desired Settlement: I want them to send me an e-mail with a passcode in order for me to access my personal e-mail again.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attempted to contact Microsoft support 10 total times over a 4 day period regarding an issue with my email address (***********@outlook.com) and assigning it as an "alias". The first 4-5 times I contacted, I got terrible help (in the sense that the reps didn't understand my problem and kept telling me the wrong solutions). When I finally spoke to a "supervisor" named *******, ******* was not only unhelpful, but refused to escalate my issue to the tier 2/3 team as I had requested and didn't even acknowledge my complaints about the poor service from the reps he supervised. After 5 additional contacts and 4 days of waiting, I still have no response or resolution on my escalation tickets. I was promised a contact within 24 hours that I have never received despite providing the correct contact information. I cannot get any measure of reasonable support from microsoft at this time. the only person who've provided meaningful help to me has been ****** ** but even then she was not able to put me in touch with the appropriate parties or secure a resolution for my issue. She did try, though she was the only one out of 10 that did.

Desired Settlement: As a loyal paying customer of 10 years, I want some form of compensation (in the form of products or services) provided at a discount/no cost due to completely terrible treatment I have received. I want my email address reinstated and properly associated to my account, which was the original point of my request for support.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Installed a new DVD drive into my existing Windows 7 computer because the previous drive failed. Upon restart a prompt from windows indicated that my Windows 7 was not genuine. This is not the case as I purchased it years ago without a problem to this date. My wife then called Microsoft X-XXX-XXX-XXXX @ 1126am on X-XX-XX and spoke to the activation team. This team member then instead of just reactivating the account chose to reset it to a prior date. This in turned deleted many personal files and programs from our computer. Some of which are priceless. Upon calling back to have this resolved X-XX-XX @ 1019pm I spoke to ****** with the activation team who was unable to help and refused to provide a identification number or case number. Who in turn then elevated me to *****. Who yet could not restore the missing data. ***** stated "I'm not sure why the did it that way" and indicated that he spoke to a higher level of technician that said they could not get the data back. ***** then elevated me to **** who was the supervisor and was apologetic over the phone over what happened. As she indicated they should have simply reactivated the windows key instead of restoring it. She also pointed out the Windows requires reactivation whenever a component is changed within the computer. **** stated it was fine to upgrade the DVD drive and should not have been a problem to reactivate. Her proposed resolution to the damage Microsoft had done to my computer was take my computer into a computer shop preferable a Microsoft one and pay myself to have them retrieve the information. She then transferred me to a Microsoft office specialist ****** to reinstall my 2013 Office Professional. Who seemed to have a lot going on in the background i.e. laughter. Very unprofessional and could not even help me and transferred me to a number that was outside of business hours. Thus, I was hung up on. Upon trying to call back I was instructed we are outside of business hours. My case number was XXXXXXXXXXX. I was on the phone for over 107min.

Desired Settlement: Restore my computer to the state it was in prior to the technician deleting it and reimburse me for my time.

8/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Over billed for cancelled product, and made to call back 5 times.

Desired Settlement: Full refund for monthly payments since date of instalation of another product on same computer using same billing data.

8/11/2014 Advertising/Sales Issues
8/11/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/7/2014 Problems with Product/Service
8/5/2014 Problems with Product/Service
8/5/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Guarantee/Warranty Issues
7/30/2014 Advertising/Sales Issues
7/30/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have maintained a hotmail account for years and then now Microsoft decides to prompt security questions before allowing me to log in. I signed up for this account about 10 years ago. I am unable to answer their security questions because I haven't used the account in a while. The inbox contains important emails that I would like to properly recover and Microsoft is not offering a way to get my access back to this account. It is unfair that I have years of personal emails in this account that I would like to continue to have access to, yet Microsoft does not allow any way for me to recover my account. My only hope is that with my filing with you BBB at least maybe a human will get to read my case to then manually intervene and give me access to my account again. Last but not least the account that I'm trying to recover is ********@hotmail.com. I respect that Microsoft wants to keep everything protected and secure but they have completely disregarded customers who have been using them for many many years and their security practices leave no room for old users who decide to come back to start using the service to recover their account and recover old emails that are special and important and represent memories from the past that no one can give back.

Desired Settlement: I am looking to gain access to my account again. I am okay with them reaching out to me to find out I am who I claim to be and that account really belongs to me. I just want my email account back.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: at 12:09 am ***** ******** from Microsoft online tech support used remote access to control my computer. She was fixing the new Microsoft 365 program that I bought 2 3 days ago from ********. The Word program kept closing. At 12:27 am, She asked me "can we remove your office 2010 because it is one of the reason why word 2013 is not working" (copied quote exactly, pictures taken of our conversation), I said "yes". ***** responded with "alright". ***** began working on my computer again, she clicked "restart"again. This time at 12:40 am it says "remote control by ***** ******** stopped". Not only did she NOT fix word, but she deleted my Internet from my computer. She also deleted my recovery. Under *****'s stopped entry, it says, "12:41 AM Connecting..." under that, "12:41 Checking configuration..." under that "1:01 am connecting..." under that "1:01 checking configuration...". This kept going so I called the Microsoft support phone number XXX-XXX-XXXX, I was connected to a female, I explained that ***** ******** deleted my Internet and I am unable to connect to the internet, she stated they are a different office and I need to connect to the internet before they can help. I told her the Microsoft employee deleted my Internet, how do I get it back? She stating "call your internet provider". I called******************************* *******. The man had me go into a place that should have listed my Internet connection. He stated there should be 2 listings, one is a "Landline". But it was blank. He confirmed she deleted my Internet connection from my computer. I used my laptop and went back to Microsoft technical supportI was connected with "******". He wasnt able to fix the damage caused by ***** ********* At 2:43:07 AM, gave me a link that didnt help, and I told him that didnt help. at 2:48:04 AM, **** gave me link to uninstall and reinstall drivers, **** typed in "please click the link". Then "Thank you for contacting Microsoft", then "Have a great day" and was gone. I filled out the Microsoft survey, rated everything 1(the Worst Rating) and explained what happened in the comment box

Desired Settlement: I need to take my computer to ******** and see if their computer guys can fix what ***** deleted and fix Word that I originally contacted Microsoft for. Microsoft can pay the bill for fixing my computer and for Office, which I cant use.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have reached out to Microsoft multiple times to provide feedback about Windows XP, but they will not respond. I have even contacted the CEO and the CTO, as well as corporate operators. XP is no longer supported and I feel this is a huge mistake because I want the world to run on XP.

Desired Settlement: I want to receive an email acknowledging my feedback and listening to my reasons for utilizing XP.

7/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my online account on July 8, 2014. But the company withdrew a 2 month payment from my account on July 12, 2014. They are saying that I was behind a month, but according to my banks transaction history, I have not missed not 1 month. They not only are incorrect in their billing history, but they are wrong for continuing to charge me even though I cancelled my account. I did an online chat with a representative and even she stated that she sees I cancelled my account on July 8, but the system ran my card on July 12.

Desired Settlement: DesiredSettlementID: Refund I want the $21.62 applied back to my card

7/24/2014 Problems with Product/Service
7/23/2014 Problems with Product/Service
7/23/2014 Problems with Product/Service
7/23/2014 Problems with Product/Service
7/23/2014 Billing/Collection Issues
7/22/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid over $100.00 for Office Home and Student 2010 family pack - 3 use. I downloaded it on a desk top which recently crashed. I purchased a laptop to replace it, did not like the laptop so I returned it for a new desk top. I have tried to download Office on to the 3rd computer and will not let me activate because it says I have used all three. which I have not! I tried telephone support they say they can help me but want another $99.00 dollars to get it activated. I do not fell this is right. I purchased your product putting my trust in that fact I would get what I paid for; three uses. I have only been able to activate it twice. I have tried online and telephone support. They say I need to pay $99 for them to fix the issue because I am past the 90 day warranty. I feel this is not right. I PAID for a three use disk and only get two uses and now they want more money. My product key is: ******************************

Desired Settlement: Just want the product to work.

Business Response: Final Consumer Response /* (2000, 5, 2014/07/22) */ From: *******@yahoo.com [mailto:*******@yahoo.com] Sent: Tuesday, July 22, 2014 8:31 AM To: Better Business Bureau Subject: [SPAM] Re: BBB Complaint Case# ******** (Ref#XX-XXXXXX-XXXXXXXX-X-XXXX) Importance: Low Thank you for the quick reply. You can close the case out; I was able to get the situation resolved.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought microsoft office 2013 - home & student. When I got home, the activation key won't work (so I can't install or download my software I purchased). I've not spoken wiht customer service 4 times and they refuse to give me a work activation key and have not solved the problem.

Desired Settlement: A refund ($140) or a working product.

Business Response: Final Consumer Response /* (2000, 6, 2014/07/21) */ The issue has been resolved now. They finally respond and got me a working copy. Thanks for your assistance in this manner. -***

7/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got too many problem for having a 'Windows 8.1 Pro for Students' on my Desktop because of the way that microsoft deliver the digital installation media to users computer. http://www.microsoftstore.com/store/msusa/en_US/pdp/Windows-8.1-Pro-Student/productID.XXXXXXXXX In Product page that i linked above we see this button: 'Buy and download now'. It have this meaning for me as consumer: Buy and download 'Windows 8.1 Pro for Students' now. But after pay for license instead of software named 'Windows 8.1 Pro for Students', the website give you a small .exe file named windows downloader not a installable file. We have to complete a long procedure(about an hour with fast internet) to be able to burn a installation dvd(The Thing that we pay for).

Desired Settlement: I contact with answer desk of microsoft(phone call about 1 hour and chat about 5 session) about my issue with a windows downloader and windows installation preparer. they didn't give me link access to direct download of DVD image file(ISO).

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Contacted Microsoft Tech Dept over a minor software malfunction on April 25, 2014. Four different techs worked on my computer at different times, for at least 50 hours via the internet. Each time a tech worked on my computer the problems got worse.At this point my computer is useless. I wrote to the Microsoft headquarters on May 28, 2014. They were not even courteous enough to respond to my request for help. The end result is that I had to buy a new computer because: 1. Bills and other financial transactions are done via computer 2. My part time employment requires a computer and being without a computer for an extended period of time had become a hardship. My now useless computer worked fine aside from a minor glitch. I could have continued to use it that way. I had no idea that the Microsoft Techs would turn a minor annoyance into a major disaster. Had I known I would have just left everything the way it was. I would have had a working computer and would not have had to buy a new one....Documentation of work with TECHS and my letter to Microsoft is available if needed.

Desired Settlement: After 50+ hours online with Microsoft Techs, and now a useless computer, I had no choice but to purchase a new computer. The computer cost: $429.99 + 34.83 Tax _____________ $464.82 Total I feel this is a fair settlement. Microsoft can have my old, useless computer and the Windows 7 discs which they sent. Those discs would not have had to be sent if the Techs had not destroyed my computer.

7/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought 6 dell venue 8 pro tablets, when they are on promotion - buy one and get $50 microsoft store gift card for each tablets. When I placed my order by phone, I was told that I would get my gift card code of $300 total in about 10 days. I never received any code, not even after I called and chatted with***************.com. That is cheating.

Desired Settlement: get my gift card code of $300.

7/21/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service
7/21/2014 Advertising/Sales Issues
7/21/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service
7/21/2014 Billing/Collection Issues
7/17/2014 Problems with Product/Service
7/15/2014 Advertising/Sales Issues
7/15/2014 Billing/Collection Issues
7/14/2014 Problems with Product/Service
7/14/2014 Billing/Collection Issues
7/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft locked the product key to my copy of Office Pro 2010 which is a valid copy made by Microsoft and bought at a major retail store September 2010. They claim the key has been used elsewhere and now is locked (unusable). I have the OEM DVD, certificate of authenticity, and proof of license which was used nearly 4 years ago. Our company has a license for each computer in our office and has never violated any of Microsoft's rules or broken any laws, yet they refuse to give me working key to enable our software. After spending 5 hours being transferred around, placed on hold, and given the run around, I was finally told to fill out an online form which they claimed would resolve this matter within 24 hours. We've now exceeded that time frame. There suggest, spend another $240 on software and all this will go away. What about the $240 I already spent?

Desired Settlement: I'd like what I paid for, working software and now an apology for their actions.

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was using windows xp which was great. I had to buy a new computer due to the age of my old one, and the only system on the computers now is windows 8.1. This is the most confusing, pop-up heavy, non-user friendly system I have ever worked on. The problem I have is that I did not have a choice as to operating systems that were loaded on new pc's. If I wanted a new computer I was stuck with this awful mess of an operating system. Microsoft should absolutely be ashamed of themselves sticking consumers with this. I spent my hard earned money and got a product that is annoying and difficult to use, Why change up when their prior systems were fine?

Desired Settlement: I want them to give me an operating system that is like windows xp. One that works; is user friendly and does not allow all these interruptions in the way of pop=up when I am trying to get work accomplished.

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a product online (Office 365) for my computer. I tried to download it and it is not compatible with my computer. I called the company to get an older version and they told me they no longer sell the other version. Fine. I asked them to refund my money because they cannot provide me with the product for my company. I was told 'Sorry, thats not our problem that it doesnt work with your system'. THey will not refund the alot $80.00 a paid for this product.

Desired Settlement: I would like my refund of $75.76.

7/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I request service for my Surface tablet and touch cover as the tablet was not turning on and cover had a few buttons not working. Microsoft advance exchange is not working, me or the Microsoft representative helping me out couldn't get it to work. Standard exchange was ordered, device was sent in on time but Microsoft canceled my exchange without sending me and email. They currently have the tablet. I will be purchasing another device from a different manufacturer today ad I need it for work. Microsoft lied to me when purchasing the tablet for one day turn around. The advance RMA is not functional and standard was canceled.

Desired Settlement: Full refund

7/8/2014 Problems with Product/Service
7/7/2014 Billing/Collection Issues
7/7/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Office Home Student 2013 in February. I am supposed to be able to re-download my purchased software in the event of a computer recovery. When I logged in to my microsoft account there was no record of my purchase and unfortunately I did not keep the confirmation e-mail from 4 months ago, which I told the representative because it is supposed to be linked to my account as it has been. I contacted microsoft to see if they would resend my product key so I could re-download my software and was told to contact my banking institution or the BBB. So I am contacting you because I paid for a product that I do not have nor do I have access to it now. I bought this product ONLINE so I would not have a disc to re-download it. It was not a yearly subscription either.

Desired Settlement: I need a replacement product key or my money back.

7/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Dear BBB: I have a situation in which I am very confused and have had no hope in resolving by the end of the month time frame though I have tried extensively. Since it is Microsoft, I don't know if there is any chance to resolve my complaint especially by the end of the month, but I have had such great experiences with BBB in the past I wanted to try. I am trying to keep my frustration down because it is not effective and I am quite angry with Microsoft at this point with the weeks I have been trying to resolve this problem. When I purchased a new Windows 8 laptop, I was prompted to sign up for a Microsoft Account being explained that I needed it in order to use the laptop effectively. I had no idea what it was or that it was not even needed. As most Americans tend to do, I didn't read the complete long rules and did not understand the ones I did read but downloaded them for reference just in case. That was my fault. I no longer have the email address that I used to create the Microsoft Account and cannot access that old email address. Because of that, Microsoft won't allow me to access this "Microsoft Account." I have done much to try to update the email address online and finally got that done without even knowing it, but now I am not being allowed to change my password since I have no idea what it is since the Microsoft Account I originally created the representative says doesn't exist and now this new account exists that they told me did not go through so I am very confused and what they tell me to do to change the password does not work. I want very much to delete/close this Microsoft Account and must do it by the end of June 2014 because I received an email from Microsoft saying that there are changes to the privacy and rules for the Microsoft Account that I strongly do not agree with and if my account is still active at the end of the month they will enforce these changes, legally taking my non-closure of the account as a consent although I have made it clear that I do not consent and am trying desperately to close the account with no success. I have researched online, chatted with Microsoft representative and I simply not allowed to retrieve or change my password. I was even told to set up another Microsoft Account because it was the only way to talk with the Level 2 representatives to escalate the problem but I don't even know how to create or use the current one and don't want the one much less a second account. The process to change the password asks for information that I never gave them initially and I do not wish to give them new information now. I never give accurate date of birth when an online huge organization requests it, but it won't take the date of birth I always use and it won't take my real date of birth. I don't see any reason that Microsoft or ****** or ******** need to know my accurate DOB because having a name and DOB is all a criminal needs to get quite a bit of information on another person. I have been "rejected" by email twice saying they can't verify my identity, but the only way to bypass that is to answer questions that I never told them answers to and will give them more personal information than they already know. I already feel violated by their privacy because they have hacked into my computer without my consent and taken over my private local PC login for Windows 8 and have now taken all of my private documents,photos, videos, software and "clouded" them into the online server for Microsoft Account instead of keeping them private on my computer. I no longer have access to my original login on my personal laptop. When I tried to stop the "takeover," some of my most important software would not work and I was not allowed to download the apps or even online the fixes needed to correct the problems between Windows 8 until I did some of this work with the Microsoft Account, yet it clearly states that the programs I use do not need a Microsoft Account to work. The first Microsoft Account rep hung up on me after I did not respond but she received my message which did not ask for a response but to close my account. My guess is that she did nothing. Her name was ****** ** I asked the next Microsoft representative ******* ** to put a supervisor on to the chat so I could speak with him. (June 22, 2014). He said that would not make a difference because the supervisor would tell me the same thing that I had to open another Microsoft Account or use a friends to communicate with the Level 2 representatives. As I was typing a response, the representative "hung up" on me after a 60 second pause while I was typing. I have the entire chat screenprinted and yes I was angry from beginning to end as it was yet one more frustrating communication in keeping me from simply closing my account. None of their suggestions worked and none of their "escalation" suggestions would work by the end of the month which is the time limit. Their option would go well past Tuesday and then I would lose my rights to the privacy of the information that Microsoft Account has now taken from my personal laptop. I have printed that email also. This is horrendously violating to me as I am still reeling from what ****** has done to my privacy as I go online and see their showing my email contacts from about 10 years ago all mixed with business/personal. All I want is for Microsoft to close my Microsoft Account and separate it from my personal laptop so that I can have privacy. **********@hushmail.com is the Microsoft Account. I do not need Microsoft Account to run my laptop though they said I did in the beginning. Your complaint process says they have 14 days to respond which they will most likely do AFTER the end of the month which means I will lose my privacy of some very confidential and personal documents on my laptop. I am very concerned, very angry and believe I am not being allowed a right to close my account by their deadline to lessen my privacy. I should not have to open another unwanted privacy violating Microsoft Account just to talk with Level 2 representatives who are going to tell me that I must provide more personal information to them to close my other unwanted Microsoft Account. I am not paranoid. I know what Microsoft and Google have done to my information already and to other people's. I want my right to privacy, but customer service for Microsoft is preventing that in this case and I need help to resolve it and if at all possible resolve it by June 30. I have paperwork to send you for proof of names and times. I wonder if it would be best to fax it if you would give me a fax number? Thank you for being willing to listen to my complaint. I have had such great responses from BBB in the past to help consumers caught in such webs. Can you please help me with this situation?

Desired Settlement: I want Microsoft customer service to close my Microsoft Account **********@hushmail.com and delete all personal information attached to it in their servers. I want the Microsoft Account **********@hushmail.com to be detached from my Windows 8 login so that I can regain control of my personal information that was loaded onto my Windows 8 PC. Per Microsoft, if my account is not closed by June 30, I am legally giving consent to the changes in their privacy and rules which I strongly do not give consent to and disagree with, so there is a quick time frame regarding these changes I am requesting. Not sure if that is possible at this point. Thank you for any help you can offer. Sincerely, ******** *****

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company would not let me renew subscription on June 23, 2014 before July 23, 2014 and, informed me to wait until then, was never informed about this.

Desired Settlement: renew my subscription to expire, July 23, 2015.

7/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I registered and activated the Microsoft Office 365 Home Premium service on March 2014 as I needed to use my word document. I only needed and wanted to have the service for ONE month. I know for a fact that I didn't register for an auto-renewal because I have no use for this service after March, so I didn't expect that I'll be charge for April in which was charge/processed through my PayPal acct which was connected to by bank acct. My bank charged me a hefty $45 Non-Sufficient-Fee for returning a pre-authorized payment - that I don't even remember authorizing for!!! I called the Customer Service for Billing & Account as after I cancelled that auto-renewal payment yesterday, I received a notice from my PayPal acct notifying me that made another payment to Microsoft!!! Are you kidding me? So I called and the agent explain the payment processed today was meant for May, as the payment processed on May was for April... so on and so on. I explained that whatever those charges are - I don't want to bother about those payments. What I'm very bothered with is the fact that I got charge a $45 NSF for a service that I did not want! I requested for them to even keep those charges but refund me the $45 NSF I got because of them! Of course knowing any greedy company - they refused to refund me nor help me. I offered to provide them with whatever they need as proof that this charge is due to their error. But at the end - no help or any effort at all from them to try to resolved this! They did not only made money out of me, they also destroy my credibility to my bank!

Desired Settlement: As I mentioned above - I want the $45 Non-Sufficient-Fee my bank charge me because they processed a payment as auto-renewal that I didn't signed up for!

7/3/2014 Advertising/Sales Issues
7/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The microsoft site advertised upgrading from xp to windows 8. I paid for the software and downloaded to the laptop. The process of downloading was greater than an hour. Followed instructions to install and ended with error messages that after contacting microsoft confirmed that the new software would not work. Microsoft had to have known this to begin with and thus I am appalled at the misleading nature of the site to have me pay for a product that was unusable. I cannot be certain my laptop can even recover as I am unable to reboot it due to errors from the bad software. In order to recoup the $128 dollars spent on an incompatible product I was transferred to 7 different call center operators at a combined time of 45 minutes. Insult to injury was that Zero of the support team spoke english as a primary language and thusly what was to be customer service turned out to be mental torture.

Desired Settlement: My laptop cannot be rebooted to its original presoftware disposition. Microsoft representatives told me that I would need to buy Windows 7 and that that should be compatible with my XP. My laptop would still be performing its tasks as usual if not for the misleading nature of Microsoft. I would like Microsoft to provide me with the proper upgrade that will allow my machine to operate as it did prior to the download of windows 8 which has left my laptop unusuable.

7/1/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Microsoft Office for my son's laptop using my credit card. I was to be charged $10.59 per month for the service. The program NEVER downloaded even though he tried several times. We tried calling the customer support number and only received a recording. Even though it never downloaded, I still got billed for the service. He cancel the service through his laptop, however I continued to get billed for it. I called the phone number listed on my credit card statement for Microsoft and was told I would need to give them a code sent to my son's e-mail address to cancel the service. When I called back a few days later with the code, they said that code was only good for 5 minutes and I would need a new code. They never told me the code was only good for 5 minutes! My son works days and I work nights and I do not have my son's e-mail password. I feel they are giving me the run-around in order to keep billing me for a service I never received.

Desired Settlement: I want the service canceled immediately and a refund to my credit card for all the months I was billed for a service that was never received!!

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Family pack of 3 copies of Windows 7 Operating system for my home desktop computer as well as my wife's home desktop computer. Over the last couple of years my computer has been upgraded, and reformatted due to software issues as well as my spouce's computer. However each reformat according to the Microsoft service support used up a copy. When I contacted Microsoft online through their chat service help desk, I was told that there was nothing they could do for me without having to drive in excess of two hours to find the nearest Microsoft store to reset my account. He also did not say whether they would actually do so if requested. I informed him this was not possible given the distance and asked to speak to a supervisor. Once I asked for a supervisor ****** L (the chat support service member) ceased communication with me for now over 15 mins (previously longest time between response was 2-3 mins at most). I feel the Microsoft Service desk needlessly wasted my time and is not honoring the product which I paid for in good faith. Reformatting a computer is a fairly common practice and should not necessitate re-purchasing of software simply because of a re-installation requirement. This is like buying a downloadable movie and being charged each time you wanted to download a copy.

Desired Settlement: I simply wish to restore the activation codes on my account so to fully activate my copy of windows, and would like Microsoft to explain to me how in the future I can avoid "burning" activation codes when re-installing software on the very same computers I previously had the same installation on.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft case number #XXXXXXXXXX. Problem with Office 365 software. I have attempted many times to contact support, which is supposed to be included with my subscription. By two representatives I have been told that I need to pay for incident support, the first one when I told them the problem was with Word 2013 told me I needed to contact the software manufacturer because Microsoft did not support third party software! I have been left on hold at least four times now in excess of 20 minutes. I have been given very lame answers form both tier one and tier two support personnel. They have blamed the problem on the print driver, even though the same feature works in every other application to include four other applications that are part of the same Microsoft program. On the most recent call I was told that I was stupid and didn't know what I was talking about. The technician directed me to a consumer forum directed by ** to show me it was a known driver problem; even though the thread was very outdated and talked about a completely different issue than what I am experiencing. I have asked numerous times to speak with a supervisor, but am only transferred back to someone answering the help desk line. And to top it all off there is absolutely no way of speaking with any representative of Microsoft in the United States that actually has real technical knowledge of the Microsoft software.

Desired Settlement: I would like my case to be elevated to the point that an actual software technician that actually speaks English fluently works with me to resolve the issue or send the case notes to a software engineer to evaluate. The comment about English has absolutely nothing to do with any type of prejudice, but from the fact that I have a fairly extensive technical background and for some reason ideas just do not seem to translate at all.

6/26/2014 Problems with Product/Service
6/24/2014 Problems with Product/Service
6/24/2014 Billing/Collection Issues
6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was on the phone for two hours with Microsoft Online Store Customer Service to find out why my pre-order for Xbox One Sports Rival game was not being shipped. It took several agents and one supervisor to determine that the credit card authorization did not go through. Nor did several attempts I made through the online store succeed in attaching a new credit card. Finally after two hours on the phone the supervisor told me that the only solution was to cancel the original order ????? and enter a new order over the phone. She promised free two-day shipping. TONIGHT AT 10:55 pm local time, I got a call from Customer service telling me again what I was told last night. But now I **** not expect the game to arrive until April 14th. I was supposed to receive the game on April 11. There does not seem to be any competence in the store customer service. The online store web site is a joke (I cannot delete credit card or addresses from that site) I can't even see all the orders I have placed.

Desired Settlement: I would like a response from Microsoft HQ indicating that they understand my complaints, and are working to improve both the online store web site, and the total incompetence at all levels of the Online Store Customer Service.

6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/18/2014 Billing/Collection Issues
6/18/2014 Problems with Product/Service
6/18/2014 Problems with Product/Service
6/18/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service
6/11/2014 Billing/Collection Issues
6/10/2014 Problems with Product/Service
6/10/2014 Problems with Product/Service
6/10/2014 Problems with Product/Service
6/5/2014 Problems with Product/Service
6/5/2014 Billing/Collection Issues
6/4/2014 Advertising/Sales Issues
6/3/2014 Problems with Product/Service
6/3/2014 Problems with Product/Service
6/3/2014 Advertising/Sales Issues
6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought an Surface tablet on 3/22/2014 and somehow it didn't work for me. So, I raised the refund request on 04/20/2014 and they have received the product on 04/24/XXXX X:XX A.M. I have sent the tablet and the screen protector with same shipping label in one box. I have opened a case on 7th of May 2014. Following are the details on my case. Order number: XXXXXXXXXX Amount charged to me: USD $ 380.54 ($10.60 on 3/24/2014 and $369.94 on 4/29/2014) Case number raised on May 7th XXXX: XXXXXXXXXX Another Case number:XXXXXXXXXX, XXX XXX XXXX Tracking label for refund: 1Z8W36FXXXXXXXXXXX Product received by Microsoft: 04/24/XXXX X:XX A.M After more than 5 times calling to help desk and six calls and messages to Mr. **** ******** they have refunded only $10.60 today and not the entire tablet amount of $380. Case is pending with one gentle man named Mr. **** ******** who never responded my calls or emails. Help desk is also not able to reach Mr. **** ******** to get a conformation on the refund amount. Helpdesk declined to put the conversation to an email. I have high regards for Microsoft but in this particular case it looks like I am ending up with frustration for a simple refund. I am highly frustrated and don't know what to do. Pls suggest.

Desired Settlement: I want my entire amount that is USD $ 380.54 to be refunded

6/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: So, I am currently moving to the Bay Area. I live more specifically in Walla Walla. I was told about the website from a friend. My Surface Type Keyboard has not been working since February so in late March I drove to Seattle get it replaced. They refused to replace the device. The keyboard was under warranty at the time; this is no longer the case. As a result, I have scentless countless hours on the phone asking for a replacement. It has been a waste of time and very disappointing.

Desired Settlement: A replacement for a Surface Type Cover 2 with backlighting for all the trouble this has caused me. The warranty website after all is asking that I pay $120, which is essentially the price of a brand new type cover. Seattle is not close to Walla Walla, and it took me a lot of time to go there only to be denied the claim. I look forward to being able to use my Surface keyboard again.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 08APR14 I received an email from the Microsoft account security team that an email address I'd briefly opened, and thought was deleted, had been hacked. The attacker changed the security and personal info associated with the account, making it impossible for me to recover the account. A ticket was opened up for the issue: SRXXXXXXXXXXXID. After some back and forth with the Microsoft team, '*****' emailed the following: Hello, To keep the hacker out of your account and ensure your contacts safety at the same time, I have blocked access to your account. The block will stay in place until you recover your account through our account recovery website. For the quickest resolution, please go to (copy & paste to your browser) https://account.live.com/resetpassword.aspx From there, you can prove your account ownership, get a new password, and reactivate your account. Please note that due to the nature of a hacked account and for your security, you need to pass *** validation process for us to recover the account for you. Please let me know if you have any questions. Thank you, ***** Support Specialist Online Safety Team Given that the persona/security information was still altered, I still was unable to get into the account to fix the problem. Despite my repeated attempts to explain this to '*****' et **, Microsoft never did anything other than send me to an account reset page that was useless to me because it asked me for information associated with the account (which had been altered by the malicious user). Given that the account was locked, however, my hope was that it would remain locked long enough for the account to be deleted due to inactivity. On 16MAY14, I received yet another email from Microsoft stating that Microsoft account Security info replacement *************@providence.org started a process to replace all of the security info for the Microsoft account da*****@hotmail.com. If this was you, click the button below to bypass *** waiting period by using your existing security info. This was me If this wasn't you, a malicious user is trying to take over da*****@hotmail.com. Click here and we'll help you protect this account. Thanks, The Microsoft account team I emailed the account security team, and again received an email back from '*****' again sending me to the same website that I'd told her repeatedly was of no help. Finally, a ******** replied with the following: Hello, As previously stated, the Microsoft Account Public Moderators can best address your concern. Due to this reason I am closing your case, and any future requests for this issue will not be responded to. Sincerely, **** Online Safety Team To summarize, Microsoft has not only allowed this attacker to compromise their system visa vi my ostensibly deleted Hotmail account, their representatives seem incapable of doing anything other than routing users to a website that doesn't do anything to ameliorate the situation.

Desired Settlement: 1) an apology. a sincere one, from both '*****', ********* and their immediate supervisor. 2) I want the account deleted. Whatever anyone else does with the username in future is between them and Microsoft. I need to be out of the middle of this.

5/29/2014 Problems with Product/Service
5/28/2014 Problems with Product/Service
5/27/2014 Billing/Collection Issues
5/27/2014 Billing/Collection Issues
5/27/2014 Problems with Product/Service
5/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife, two kids and I have a Microsoft email account and we signed up for Bing rewards. As per their policy, we are allowed to have 5 accounts per household. With these accounts we can you Microsoft's search engine called bing.com and receive points daily. These points can be redeemed for small rewards. We have been doing this as a family event as we search things together and discuss them. My wife went to redeem some rewards and her account was cancelled, the rewards not received and all her points wiped out. She sent an email (below) and Microsoft accused her of not using her real name (false), being out of the country (false) or all sorts of other things we don't even know what they mean but are all false. The just reinstated her account. Yesterday, I redeemed a few points for a drawing and my account was deleted (********@msn.com) and all my points deleted. Dong some research, Microsoft has been doing this to many people when they go to redeem their points. Microsoft is trying to compete with ****** which is why they are doing the reward points. However, they are getting people to do the searches but are not allowing them to redeem their points. This is highly illegal and unethical to the extreme extent as they are profiting from the searches and not keeping up with their agreements. They are just using that "users are violating their terms of service" as a blanket to cancel accounts. I don't want to go through an entire process to get my families well earned reward points. I also do not want others to be tricked into making Microsoft's Bing search numbers look good. They really need to stop treating people this way or to just stop the rewards program. I look forward to you help. **** ******* From: ********************************************@css.one.microsoft.com To: ********@live.com CC: Subject: RE: SRXXXXXXXXXXXID - Bing Rewards Support:My Rewards credit balance Date: Sat, 10 May 2014 14:36:52 +0000 Hi ****** This is ****** of Bing Rewards Customer Support assisting you with Support Request SRXXXXXXXXXXXID regarding your Rewards account. We thank you so much for being patient. We understand that you are having issues with your Bing Rewards account. We apologize for the inconvenience this has caused you. After further review, we regret to inform you that your Rewards account was closed because it does not conform to the Terms of Use governing the Rewards program which you accepted when joining. Our research indicates that you or your Bing Rewards account has engaged in one or more violations of the Terms of Use, which may include, but is not limited to: Maintaining more than five user accounts per household; Opening more than one user account per individual; Residing outside of the 50 United States and District of Columbia; Not providing accurate account information, including your true first and last name, your complete and accurate mailing address, a working phone number and your email address; Using a service intended to obfuscate your true IP address or your location; Using a bot, cheat code, macro or other automated method to participate in Bing Rewards; As a result, your Rewards accounts have been closed, any credits accumulated in your accounts have been voided, any pending prize orders have been cancelled, and you are disqualified from participating in Bing Rewards. If you feel we have come to this conclusion in error, please contact Customer Service. Thank you for your continued support as we strive to provide you with the highest quality service. Sincerely, ****** The Bing Rewards Team - http://bing.com/rewards

Desired Settlement: Reinstate reward points and cease deleting account or stop the Bing Rewards program

5/26/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Did not received product as advertised. Payment was taked out of my paypal account for a product I did not receive.

Desired Settlement: return payments of product that I did not receive.

5/26/2014 Problems with Product/Service
5/26/2014 Problems with Product/Service
5/26/2014 Advertising/Sales Issues
5/26/2014 Advertising/Sales Issues
5/26/2014 Guarantee/Warranty Issues
5/22/2014 Problems with Product/Service
5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 6, 2014, I returned the Lenovo Thinkpad 8 tablet (which was defective on arrival to me) to your offices using your return label (UPS tracking # 1Z8W36F590​XXXXXXXX) after receiving a Return Authorization # XXXXXXXXX from the Microsoft Store. Your offices confirmed receipt of the tablet on 5/9/2014. The total amount that was supposed to be refunded to my credit card ending in 2004 was supposed to be $437.34. On May 14, 2014, I received an email stating that I would receive a partial refund for $285.13. That leaves me short $152.21 for this tablet. I contacted a supervisor by the name of "****" on 5/14/2014 at X-XXX-XXX-XXXX who gave me a reference number XXXXXXXXXX and claimed that I would receive the additional refund once she escalated the matter to her corporate office. However, upon calling the service center back, it appears that there is mass confusion and the service center in the Philippines (which is where MS Store's CS center is based) has a hard time understanding how to process a simple refund. I do not have the time nor the patience to deal with this call center.

Desired Settlement: I would like an immediate refund for the additional $152.21 which will cover the shortfall in the refund amount that has been issued thus far. If this is NOT handled expeditiously, I will file a dispute with American Express as I feel that I have made a good faith effort to resolve this matter with the MS Store.

Business Response: Final Consumer Response /* (2000, 7, 2014/05/21) */ As of 5/20/2014, this complaint has been resolved to my satisfaction. Thanks

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My outlook calendar on my Nokia phone creates calendar reminders for every 30 minutes - seven, eight or nine of them - all day long. I get the reminders all day and cannot use my phone until I individually dismiss every single reminder. I can't anticipate when they will appear. I have not shared my calendar with anyone. This is obstructing my ability to use my Windows phone.

Desired Settlement: Microsoft needs to either fix the issue or replace the Microsoft Outlook product with a new one and have a tech go over this on the phone with me and help me ensure it's properly uploaded to my phone. I just replaced my cell phone - this is not a cell phone issue. If I cannot use this cell phone with Microsoft Office then they should pay for an Iphone for me. I previously had an I-phone and converted specifically to Nokia because of Windows but this phone does not function with Outlook corrupting it. I have called on numerous occasions - right now i've been on the phone for 32 minutes. I have been transferred to five different people. Everyone says they don't fix phones but they will transfer me to the right department. When the last person tried to transfer me I asked him to stay on the phone to ensure I was transferred to a person that could help me. He stayed on, the second person answered, I asked him if he could fix my phone and he said yes. Then when I explained the issue he said he had to transfer me to someone else. I asked him why he said he could fix my phone - I get the same answers from everyone "I cannot fix phones, but I will transfer you." It's like a script, no one ever answers a question they just rattle off words. This is insane. This is worse than dealing with the government. Microsoft should be ashamed.

5/20/2014 Billing/Collection Issues
5/19/2014 Problems with Product/Service
5/19/2014 Problems with Product/Service
5/19/2014 Billing/Collection Issues
5/14/2014 Guarantee/Warranty Issues
5/14/2014 Problems with Product/Service
5/14/2014 Problems with Product/Service
5/14/2014 Problems with Product/Service
5/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Microsoft email account '**********@hotmail.com' has been blocked (cannot access or sign in) by Microsoft, according to their online messages, due to suspected hacker activity. Numerous attempts I have made to recover the account online have failed. I sent the letter below to the Microsoft CEO, and received NO response. I need to have my account unblocked. *** ****** *** ******** ******* ** XXXXX-XXXX Feb. 14, 2014 Microsoft Corp. *** ********* *** Redmond, WA XXXXX Dear Mr. *******: I am writing to you as a last resort. I know your time is valuable, and you have many more important things to deal with other than customer problems. Unfortunately, I have exhausted every other alternative with absolutely no success, becoming increasingly frustrated with this situation as time goes on. Over a month ago, I found that access to my Hotmail account (**********@hotmail.com) had been blocked by Microsoft, apparently due to suspected hacking. Since that time, I have expended countless hours of my own time trying to remedy this situation, including: - Submitting two (2) Support Requests ************ XXXXXXXXXX) for assistance - Working through three (3), prolonged, totally unsuccessful, online CHAT sessions with your support team, during which two (2) Escalation Support Requests ************ XXXXXXXXXX) were submitted - Making numerous attempts to submit the Microsoft Online Account Authorization form, which were rejected each and ever time by your automated system I could find no contact information anywhere on your website directing me to a real, live support representative. During the chat sessions I requested that someone call me about this issue. I also offered to provide any reasonable documentation to prove my identity as the "true" owner of the above email account. I requested that a code/password to unblock the account be mailed to me at the above address (which should match the address you have on file for my email account). I also provided my home address and both my home and cell phone numbers ************** home - XXX-XXX-XXXX, cell). As of this writing, the four (4) Support Requests for this issue are still sitting there in your queue with 'Open' Status. I have received nothing in the mail, no one has called me, and my account is still blocked. This total lack of support and concern is unbelievable. I have irreplaceable information, documents, and photos stored in my hotmail account. I also have no way to identify all my contacts in the address book. There must be innumerable emails sitting in my inbox from people/businesses that can't understand why I'm not communicating back. My banks and other business accounts all use this email to deliver important communications and paperless statements. I need to get what should have been a simple problem resolved. Please do anything in your power to help me with my predicament. At this point I feel totally helpless and completely deserted by Microsoft, from which I expected much, much better user support and problem resolution. I appreciate your assistance and support in unblocking my email account. Sincerely, ******** (***) *****

Desired Settlement: I need to have access restored to my blocked email account. I have irreplaceable information, including family photos store in my email folders.

5/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Well, I have online Business and i was advertising with ****** and it was working smoothly, however Somebody suggested my to go with Microsoft Bing as its cheap than ******, So i called them a week before and spoke ti them about the same, and they suggested me to closed down the account with ****** and open it with them as it very cheap, So i did the same and created an account was in touch with them for almost a week created the campaigns, Ads, and made lot of changes according to their policy, and everything worked smoothly,One of the their representative (******) was in touch with me and asked if everything will fine then i only i can continue with Microsoft Bing, or else i can stay with ******, he and his few colleagues assured me that i have to fallow the policy and there shouldn't be any problem, and its been three days that the account is not working, called them and informed them about it, and they were like the account is closed and they have no specific reason to give me about it, Asked for the Supervisor ******** and informed its been three days that the account is not running and i am losing my business like anything, which is somewhere around $2000 per hour, So i need the account and the money refunded which i lost because of them, he said he can't help and finally asked for a Manager (***), he was like very rude and said no matter whatever i do they have made the final decision and they won't give me any money neither the account, So i am requesting you to help me to get my money back which is almost $20k which i had lost because of Microsoft Bing.

Desired Settlement: Since they have made closed down the account with ****** and they suspended the Bing account as well, so i am in loss and getting loss every hour, because i have no other way to run my business now, So in last week i have lost almost $20k which i asked them to refund and they denied and i am looking for the same amount, plus till the time they are not resolving the issue, its like $5k everyday i am losing my business, So in Shot i want my Money should be refunded to me Which is $20000, and if they are going to take time and will not resolve the in long term, it will be again the huge lost for me, and for that amount can be discussed later.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/29/2014, I needed to access my Microsoft Live account. It had been quite some time since I had accessed it, so I didn't know the username or password. The login page didn't have an option to lookup the username, so I searched my personal Gmail account for any prior correspondence. I found an email from 2012 stating that my new login ID had changed from my gmail account to **************@hotmail.com. I went to the login page, entered the new login ID, and clicked the link to recover the password. A temporary passcode was sent to my Gmail account. Following, I was able to access Microsoft Live under **************@hotmail.com. To my dismay, I noticed that the profile information was completely incorrect with a profile name of "*************." Under aliases, there was a gmail account that was a slight variation from my own. It appeared the actual owner may have accidentally made a typo in his original gmail entry. I now had access to a complete stranger's account, and had changed the password (which he might not ever be able to correct as the primary email on file is mine). I wanted to notify Microsoft right away so they could take the proper steps to reach out to "*************" and fix the situation. After multiple chats and phone calls, no one at Microsoft knew what to do. There was even a chat with an associate titled ****** that kept implying that I must be "*************" if I was able to sign in. After explaining the situation line by line, she gave me a telephone number stating that the issue would require a phone call. I then attempted to email the chat transcript to myself; one hour later, I still haven't received it. Regardless, I called Microsoft at the phone number provided. The first time, there was an automatic message saying all account issues can only be handled online, contrary to what ******* said. I then decided to call again choosing options that I know would get me to an associate. A gentleman answered the phone after quite some time, only to be disconnected midway through the conversation. I then tried contacting Microsoft again via chat to get a copy of the transcript with ******** I was then directed to a link that did not work. As a final attempt, I started one more chat with ******* ********** Again, I asked about the transcript with ******** and I was told there was a system maintenance that may be causing the delay. I then proceeded to explain the situation regarding the access into "*************" account. Again, I was told to call a phone number. Having taken the last straw, I told ***** that I would not be calling only to wait on hold and be disconnected. After informing ***** that I would not call again, he terminated the chat without notice. I spent 1.5 hours just trying to make sure "*************" account be taken care of; in the end, it doesn't appear anything was done (and I'm just more frustrated than before). The main point of my complaint is the disregard for account security. No associate knew what to do nor offered to research the next steps. In my case, I happened to notice the discrepancy as an innocent third party. However, it concerns me gravely to think what would happen if a fraudster were to be able to access an account.

Desired Settlement: Properly train associates to handle compromised accounts and/or implement procedures to address such concerns. I also need a copy of the transcript from my chat with ******* at approximately 7:30 PM PST on 4/29/2014.

5/13/2014 Advertising/Sales Issues
5/13/2014 Billing/Collection Issues
5/12/2014 Problems with Product/Service
5/12/2014 Problems with Product/Service
5/12/2014 Guarantee/Warranty Issues
5/12/2014 Problems with Product/Service
5/12/2014 Advertising/Sales Issues
5/12/2014 Problems with Product/Service
5/12/2014 Problems with Product/Service
5/12/2014 Problems with Product/Service
5/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We canceled the sharepoint portion of our plan because it was not working right or doing what we were told it would do for over 6 months. I spoke with **** and she told us a credit of $133.86 would be credited to our account. After waiting and waiting she now wants us to wait until another invoice generates on our account (and they take more money from our account) before they will cancel or credit our account. I told her no and they are no longer authorized to access our account for the sharepoint plan we cancelled and to credit us for the $133.86 promised.

Desired Settlement: The credit of $133.86 as promised by their representative when we cancelled the sharepoint portion of our plan.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 28, 2014 I contacted Microsoft's tech support due to a computer issue. I have a yearly contract for tech support because if my computer does not work, my business is in trouble. Initially I spoke with a "****". I told her I had a Microsoft tech service contract. She asked for my contract number. I told her there is no number, it is tied to my e-mail. She transferred me to tech support where I was told that the wait time would be greater than ten minutes and I elected to receive a call back. Approximately nine minutes later I received a computer generated call back that stated I would be connected to the next available representative, then put on hold with music. Within a few minutes I was speaking with "Ernesto". I explained that I have a service contract. He asked for my contract number. Again, I explained that I do not have a contract number, it is tied to my e-mail. I explained the problem I was having and he stated it has nothing to do with Microsoft. I stated, how do you know this when you haven't done anything. Next thing I know, he puts me on hold and then transfers me to ******* ******** part of the Global Escalation team. ******* ******** then proceeds to tell me he would not help me because he doesn't talk to customers. I then asked him to connect me to a supervisor/manager. He stated he wold not transfer me to a supervisor. Next thing I know, he transfers me to customer support (I learned this after being on hold for another 24 minutes). I am then speaking with ********** (*****) in the "Windows" department. I then give him all my information. He does know that my account is tied to my e-mail; however, he puts me on hold for 5 minutes to verify. He then states that I should have not been treated the way I was treated by the previous Microsoft employees. He then proceeds to help me. After being on the phone with him for one hour and 31 minutes, I state I have to leave to pick my wife up at the airport. He stated, no problem, as he had to go to lunch and would continue working on the problem. When I came into the office this morning, the same screen was up when I left and within two minutes of me leaving, he disconnected from the chat. This was Case # XXXXXXXXXX. I gave him the password to unlock my computer to continue working, he had my e-mail and telephone number. My computer still does not work. The customer service by Microsoft is beyond disgraceful. I need my computer for my office; this is why I took out a yearly service contract. Yesterday I wasted hours of my time and dealt with incompetent and disrespectful Microsoft tech support employees. Microsoft took my money last year and then proceeds to treat a customer this way.

Desired Settlement: I want a competent Microsoft employee to contact me immediately to resolve my computer problem. I do not know how I am going to be able to run my office today without a fully fuctioning computer. I would love for the Microsoft "employees" that "helped" me, fired.

5/8/2014 Problems with Product/Service
5/8/2014 Problems with Product/Service
5/7/2014 Problems with Product/Service
5/7/2014 Problems with Product/Service
5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called, Miscroft XP and it crashed and I installed Miscroft 7 Premium.On my Miscroft XP I had Office Home and Student 2007 and I wanted them to send me a disk to so I could install it on Miscroft 7 Premium. I had the information when I purchased it and I talked with a J Hay who was going to install my Office Home and Student 2007. There was other problems with my Miscroft 7 Premium so he transferred the call to Miscroft support********. and he was trying to fix the issues with my desk top computer but was having some problems with it so I said I have a laptop and he said for me to get the laptop computer and try and hook up the ******* box to it I tried and couldn't he tried another way and he was trying to get on the lap top computer but he was unable to but then my lap top computer was messed up and I told him and he said not to worry right now lets get the Miscroft Premium fixed. So it was really late when he got through with it. Somehow connection was lost and it was late and I went to bed.The issue that I was having with the Miscroft 7 Premium was never fixed so I called them back to let them know that they had never fixed the Miscroft 7 Premium issue and that when ******** was trying to fix the Miscroft 7 Premium that he messed up my lap top but no one would listen to me about the lap top not working at all. They switched me to ******** ****** who I told her about the lap top not working and also I was having the same issue with the Miscroft 7 Premium ( Internet explorer has stopped working. A problem caused the program to stop working will close the program and notify you if a solution is available) she also tried to fix it. So she told me if it came up any more in two hours to call back. So once again I called Miscroft to ask them about my lap top and it not working at all they switched me to a another technician and I told them about my lap top computer not working after ********had tried to get on to it. They told me that they were not giving any more support to Miscroft XP

Desired Settlement: DesiredSettlementID: Other (requires explanation) I have still not finished everything with my Complaint I still have issue with my Miscroft 7 Premium that needs to be fixed and also my lap top computer it is not working at all I can't get on any web pages at all and it is totally messed up and needs to be fixed. The Office Home and Student 2007 has never been down loaded. So I am just angry with Miscroft.I hope that someone will help me get everything fixed that is wrong with my computer's.

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe the company used deceptive methods to make sure that people would default from a promotional gift card they gave out if you purchased a PC from them. I wanted to used the card now but after trying to use the gift card i noticed that the card had to be applied to my account prior to Feb 28th even though the credit wouldn't expire until the 30th of June. The methods they are are deceptive and unethical in my opinion.

Desired Settlement: I want my promotional credit from the purchase i made.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I won a window 8 pro and professional office 2013 at a business summit. I loaded my computer with 8 pro and I received a message I was not connected to proxy server. After much frustration I called what I believed was a Microsoft company, I believe I was in an India call center I could barely hear the rep He asked what I knew about computers and the rest of the call was a sales pitch stating computer was going I if did not purchase some software for either 199.00 or 99.00. I explained I did not have that money at the moment, we were through talking. Call back when I could get my computer "fixed".

Desired Settlement: The truth regarding this product or replacement.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my name is ******* ********* and I am always busy everyday practicly all day and one day I came home and decided to play some xbox before bed I am a very busy person... I turned on my xbox and instantly got disconnected from xbox live and then tried to sign back in and it said my account had been suspended til 12-30-9999 and I was beyond estatic and highly fustrated upset and confused on what the heck is going on? so i called xbox and found out my account was being used on 3 different consoles other than my own! I had recieved the email notification saying i was banned for supposive "harrasment" which I KNOW FOR A FACT DID NOT DO being my account was being used everwhere and by everyone other than myself hense the 3 other consoles? Which I didnt even KNOW..... wth seriously! so I filed a UAC on my account to try and fix the ban/suspension issue and fix it and I did this on the 12th of this month. I have been calling everyday and checking my emails faithfully multiple times a day and have not recieved anything and whenever I call they say oh they need an alt email address cuz we cant email the email account associated with your live account so I gave them one, then yesterday night I called for the second time yesterday day and they said they would have someone email me, and they have failed to go through with anything they say they are going to do.... and I want my account fixed

Desired Settlement: Unbanned/unsuspended/ remove ban and allow me to use my account on xbox live!

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My hotmail account ishacked

Desired Settlement: Fix hotmail account English language and where I can receive my emails. I have tried to contact this company. Email me at *****************@gmail.com

5/5/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
5/5/2014 Billing/Collection Issues
5/5/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
5/2/2014 Problems with Product/Service
5/2/2014 Problems with Product/Service
5/2/2014 Problems with Product/Service
5/2/2014 Problems with Product/Service
5/2/2014 Delivery Issues
5/2/2014 Problems with Product/Service
5/2/2014 Problems with Product/Service
5/2/2014 Delivery Issues
5/2/2014 Billing/Collection Issues
4/30/2014 Billing/Collection Issues
4/30/2014 Problems with Product/Service
4/30/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service
4/28/2014 Delivery Issues
4/28/2014 Problems with Product/Service
4/28/2014 Billing/Collection Issues
4/28/2014 Problems with Product/Service
4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've had an account with hotmail for years. About a year ago my account was hacked and started occurring every couple months. I've e-mailed hotmail's customer service multiple times from their website with no response and changed passwords. I cancelled my account last month and received a message from a friend that my account was hacked again. I called (XXX) XXX-XXXX from http://www.mchelper.com/hotmail-support/ since there isn't a phone number on hotmail's website, after speaking with a representative at length with the rep initially telling me there was nothing he could do, he informed me they could cancel the account but I would be charged for it. I requested to speak with a manager and was again told I would be charged. I informed the manager I would report them to the better business bureau for not cancelling an account that I had already cancelled, but, the system didn't work for it. He told me to go ahead and do that, but, my account wouldn't be discontinued without me paying. I informed them that everyone I have in the account is being harassed because of this. They had no concern for this. I also told them I didn't trust them to provide any of my financial information to them. I have multiple e-mail accounts and other accounts I access from the same computers that haven't had any problems and I did tell them that it is hotmail specific.

Desired Settlement: I just want the account to be cancelled without charge.

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to reinstalled product on my lap top because I do not have the password associated with a email acount I never created. The recovery numbers are no longer active. I have talked to several different reps. For two months and no one has been able to help me. I have my receipt and product key number for home and student software. But I am keep getting transfer and disconnect to different reps. I payed almost 200.00 for this product and all I want is it to be re installed or a refund.

Desired Settlement: Another product key for re stallement or a refund.

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Surface RT Support SR# XXXXXXXXXX I contacted Microsoft Surface Support Team via live chat on Sat (4/12/14) because my Surface RT 8.1 Preview fails to activate and therefore can't upgrade to RT 8.1 current. **** was the tech that worked with me. He gave me instructions to download restore image and put it on USB drive to restore, which didn't work because the Surface RT wouldn't read from the USB drive. Then he instructed me to boot Surface RT to special mode where advance tools are available. Tried couples things there but it didn't work. Then he instructed me to reset the tablet. Reset took long time and **** logged off while I waited for reset to finish. When reset was done, I noticed the tablet was boot looping (booting and restarting and booting) and wouldn't go to normal RT operating system. I couldn't reach Surface team because their office hours are over. The next day I live chatted with Surface Team. I reported the problem I had after reset - boot loop. And the tech *** tried to help by trying different button combination to boot but it didn't work. Then he said he'd set up replacement for me but that's when he found out my tablet is out of warranty (Exp. 1/23/14). And for replacement they would have to charge $220. I argued that I don't need a replacement because it cost too much. All I want to is revert the tablet back to state prior to contacting Surface support, where it was usable. *** said he'd talk with his supervisor the next day (Monday) and let me know. Today *** sent me an email saying that my request for replacement is denied. This is not acceptable to me because before working with Surface support team I had at least a usable tablet but now it becomes unusable. They said they can't offer replacement but I'm not asking for replacement, I'm asking Surface Team to fix the problem that Surface team has caused - to fix the boot loop problem.

Desired Settlement: I want Microsoft to provide a prepaid shipping label for me to ship back the Surface RT tablet, and they fix the boot loop problem and ship back the tablet to me.

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 100% legit purchased copy of Windows 7 upgrade no longer validates. Purchased from ***********. Has been valiadated in the past. Purchased software will not validate. Failure to provide services paid for.

Desired Settlement: Validate my purchased windows 7.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the summer of 2012, I had upgraded my windows xp loaded computer to windows 8 per a website promotion for 49.95 (estimated price). I installed windows 8 on my PC and it didnt work correctly. I called microsoft customer service and the technician was helpful and installed a full version of windows 7 professional on my PC via remote. He gave me a product key. Approx one year later, as with most PC's, they start to get slowed down and I reinstalled windows 7 pro with the backup disc that the technician had me make and attempted to use the product key given. The key did not work. So i was back on the phone with their customer service and got yet another key and when i asked if I would need to do this everytime, I was told yes, I would need to call in every time I needed to reinstall windows and get a key for my program. So this last time I needed to call in,I did so before I started the windows installation and went to get the key and he asked me for the prior key I had and he said not to worry that, that key will work again so I was safe to use the old one and go ahead and reinstall my windows 7. I trusted him and hung up and did so. Well the key never worked and then when I called back the next day no one could find my account at all. It was as if it was deleted from their system. I called several different department, was hung up on over 15 times over a course of 4 days, spent hours on hold, would talk to a person and explained my issue more than 30 times to every person I talked to who wouldnt understand me half the time. I talked to a supervisor once who still couldnt pull up my account and I told him I believed my account was deleted so it didnt have to be dealt with any longer. Why else was it able to be pulled up no problem 4 days ago and now its gone off the face of the planet a few days later? Make no sense. Seem awful fishy to me. So now I dont have any working windows operating system, I cant get my $50 back and have wasted more time than I should ever have had to waste just to get what is rightfully mine. Never in my life have I ever had to deal with such horrible customer service. I have been so upset that my anxiety is through the roof.

Desired Settlement: I would like a permanent windows 7 professional product key. One that I dont have to ever call back to get again if I need to reinstall windows again. That is what I paid for, it is what I expect.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November 2013, my fiance and I purchased two Xbox's in the amount of 1000.00 plus tax. I am very displeased with the purchases. Within 90 days my controller stopped working, so I went and purchased another one at 65.00. My Xbox was making a horrible sound in which has been a common problem with these devices. I had to send it back to the company. My mic is not working it has a short or something, this is also a known problem after looking on Microsoft forums, so this was another $25.

Desired Settlement: I am seeking a new controller and mic or refunded for the new ones that I had to purchase. I should not have to pay for a new controller and mic within 90 days. I'm very displeased with this purchase. I purchased a Xbox 360 3 years ago with no problem. After browsing the Microsoft forums a lot of people are having these same issues. People that I play with are having this same issue also. I feel that I got a defective product and it was not cheap, I feel ripped off at this point.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Surface tablet 5 months ago from the online Microsoft store. The screen splintered and cracked when we picked it up the other night. It was not an accident and it was not dropped. This cracking has rendered the tablet useless.It is a known issue as i read on the Microsoft forum. They are not willing to help at all or replace the tablet. They want to charge me $20 over what i originally paid.

Desired Settlement: Very simple. I want the tablet replaced for free. It is only 5 months old.

4/25/2014 Problems with Product/Service
4/25/2014 Problems with Product/Service
4/25/2014 Problems with Product/Service
4/25/2014 Problems with Product/Service
4/25/2014 Problems with Product/Service
4/25/2014 Problems with Product/Service
4/24/2014 Problems with Product/Service
4/24/2014 Guarantee/Warranty Issues
4/24/2014 Problems with Product/Service
4/24/2014 Billing/Collection Issues
4/21/2014 Advertising/Sales Issues
4/21/2014 Problems with Product/Service
4/21/2014 Guarantee/Warranty Issues
4/21/2014 Billing/Collection Issues
4/21/2014 Problems with Product/Service
4/21/2014 Guarantee/Warranty Issues
4/21/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/21/2014 Advertising/Sales Issues
4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Mac Office 2011 in April 2011 at the same time I purchased a new MacBook Pro from Micro Center retail store in St. Louis Park, MN. Last weekend I needed to replace my hard drive because it was occasionally working. My old hard drive was cloned to a new hard drive and installed in the computer. Everything worked great, except Microsoft Mac Office 2011 which required a product key from the product packaging which is long gone. I registered the product when first installed, I even had my old drive reinstalled to try and get the product key from Office but it no longer works on the old hard drive. I am a paying customer who legitimately bought Mac Office 2011. Microsoft Customer Support on the phone says my only option is to buy the software again from them for $140. This is ridiculous, I already paid for the software and now it's not working on my old hard drive. The news is reporting Mac Office 2014 will be released in a matter of weeks, I would have to be crazy to rebuy Mac Office 2011 for $140. I just want my office software to work again.

Desired Settlement: I would like a product key for Mac Office 2011 to get my legitimately paid for software working again. This is causing a major impact on my life, I can no longer type word documents, work on excels, or use PowerPoint and I have a presentation this afternoon.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a previous "Microsoft Live" that was tied to an old Xbox Live Account that I requested be deleted in full (the account and all personal data be removed completely). I requested Microsoft delete this live account almost 3 years ago. It took close to a month of back and forth customer service conversations until they agree to do so. Since then, I still continue to receive email regarding the account's active status. It has not been deleted as I requested. Today I received a notice again that they account is still active. Microsoft requires that I log in to make changes, but logging into the account will only re-activate it.

Desired Settlement: A customer service rep from Microsoft to contact me personally until my issue is resolved once and for all. I only require that Microsoft delete in full the old live ID associated to the XBOX live gamertag FormativeWand and the email addresses: **************@hotmail.com **************@gmail.com These email addresses no longer exist. Sending billing information to them compromises my security. I still have other active accounts associated with Microsoft that I wish to maintain. This matter is better discussed over the phone. If they contact me personally, resolve this is a timely fashion for good, then this matter will be resolved.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Spoke with 7 CS people to try and have my email password unblocked and receive a new password. Everyone promised me that they unblock me (I blocked myself out b/c I forgot my password) and give me a new password. When the tech took control of my machine he said that I had some issues but "not to worry" he would still give me a new password. Three hours later he said he would only do it for a price $179 - $499 (when I already have protection on my computer. I tried to copy the written communciations but couldn't b/c he had control of the screen and stated that in the communciations. I asked for a supervisor. I said I was going to file a complaint. I called CS-another supervisor told me this tech's supervisor would call me in 15 mins. No call. I called back. Received the same response. No call. I stated in my communications that if there was a problem with "that" computer, I had other computers that did not have any issues, I have been changing passwords with no issues whatsoever on the same network, we could use another computer. The shut me down-just disappeared. I called CS again to get a case number and they mysteriously have no case number. I want to delete my account now and I can't b/c I cannot get into it and CS will not respond to me. My information is out there and I have no access to it ONLY THEY DO. To make sure I could change passwords, today I changed password two different times on my other hotmail/outlook email accounts on the same network. So, if it's a "network" issue, why was I able to do this without any problem? In addition, approximately two weeks ago, I registered to via email to have a recovery code sent to me so I code change me password by myself-didn't receive it. I did the same thing yesterday - didn't receive it and that's why I called Microsoft support. It seems awfully weird that I have a "network" problem according to them with this email account but I don't have any network issues with my other hotmail/outlook accounts on the same network.

Desired Settlement: I would like my *********@outlook.com account deleted. I want a new password, I want to get into my account and delete the account myself so I am able to see my emails and have control of my email account.

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Microsoft does not let you buy songs like *****, 1 song at a time. You have to buy a minimum order, then end up with extra points/cents that can't purcahse anything. Now, it appears I can't even buy music anymore. They kind of closed their music division. They have had my cents for almost a decade, including them earning interest, but they won't refund my money. It's my money, they had it 10 years and basically don't offer the product anymore. I bought music, not games. I don't have a game system to buy anything and can't buy anything with my remaining cents.

Desired Settlement: Please simply refund my money to my account, which I think has changed since it was 10 years ago.

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ This complaint does not belong to Business Service Center.

4/14/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/14/2014 Advertising/Sales Issues
4/11/2014 Billing/Collection Issues
4/11/2014 Problems with Product/Service
4/11/2014 Problems with Product/Service
4/11/2014 Problems with Product/Service
4/11/2014 Billing/Collection Issues
4/11/2014 Advertising/Sales Issues
4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Dell XPS 12 laptop from this store on 12/29/13. Subsequently I started to have issues with the machine. Specifically, 1) There is "image burn" (meaning that faded images from websites would show up in the background after leaving the site). 2) The machine is a two-in-one laptop and tablet. In order to use both features, the screen must rotate from portrait to landscape (and vice versa) in order to use each functionality. The sensors on the machine fail to respond after the machine has been in use for 15 minutes. You must reboot the machine to get it to work again. After spending over 30 hours on the phone with the manufacturer ******* they informed me that these were known defects and they cannot be fixed. After further research, I found that these issues have been known since the product launched in 2013 and there have been hundreds of complaints related to both of them. See below links. I called MS to arrange for a return of the product. They claimed that since 30 days had past it was not there problem and nothing could be done about it. http://en.community.dell.com/support-forums/laptop/f/3518/t/XXXXXXXX.aspx?piXXXXXXXXX=1 http://en.community.dell.com/support-forums/laptop/f/3518/t/XXXXXXXX.aspx

Desired Settlement: I would like a refund for the product.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is that I spent 3 days 15+ hours on the phone with this company working through there issues to correct my account. They have not resolved my issues with my account as well as promised me a set up to there office 365 service for free just to be turned away with no resolve to my issues and no gratitude for working with them for as long as I did. Product_Or_Service: Microsoft Office 365 Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement replacement of this product for free

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3/15/2014: I wanted to purchase a Microsoft product. In order to do so you have to create an Account. When requested to create an account, you enter name/address/birthdate/gender, etc. , no information was asked to be validated in order to create the account. When entering birthday, I selected 1/01/2014, and the system recognized a "CHILD" instead of an 'ADULT" account. I reached out to Microsoft and requested them to cancel my account (3) times Billing Department, Chat Department( I have the transcripts), and no one was able to terminate a child account. I am unable to access the account or terminate the account . I asked repeatedly to escalate to terminate my account and Microsoft was not able to do so.

Desired Settlement: The ability to terminate accounts ( by phone, email, mail, etc) upon request from.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a Microsoft account when I purchased my new Windows 8 PC. 6 days later, I tried to download and App and I was prompted that my email address was invalid. I then tried to register for an account and it prompted me that my email address already exists. This was February 20, 2014. Since then, I have contacted their 'chat' twice - no resolution (one representative actually told me to try back in a week). I contacted them through email - back and forth - and on March 3, 2014, I was told that my concern has been "escalated". I have not received any response from that, and I have emailed them twice since then. I have called twice - once allowing them to remote into my PC - still no luck. I am extremely frustrated but when I call or chat, I'm told it has been escalated to a higher department, and I can't speak to them. Absolutely no contact through email.

Desired Settlement: I would simply like my account to work.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a broken unit as replacement for my broken unit, and called tech support. I was told to send back the unit it I just got in the mail, so they would give me a new one. I followed their instructions on packing and used the shipping label provided by Microsoft int he box when it was shipped to me. However, they say they do not have record of ever getting it, and sadly they have no ability to track getting it back. I was supposed to send in my first unit not the unit that arrived broken, but that is not the instructions I got over the phone by their representative.

Desired Settlement: I need to get back my $533.93 that was charged on my credit card.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The technical support personnel refused to help me with my Window Live Mail problem unless if I pay her $99. I came in for free help. She wanted to refer me to articles that I already tried and these articles did not help me to solve my problem. I came out crying

Desired Settlement: Microsoft start helping people without charging them $99 or scamming people!

4/7/2014 Delivery Issues
4/7/2014 Problems with Product/Service
4/7/2014 Billing/Collection Issues
4/7/2014 Problems with Product/Service
4/4/2014 Billing/Collection Issues
4/4/2014 Problems with Product/Service
4/4/2014 Problems with Product/Service
4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the 2011 Microsoft Office for Mac in 2011. I have installed it on my laptop and used it until the recent apple update which created a problem on my drive. I reinstalled my disc from microsoft and went to the key gen site and put in my PIN on the card as the instructions said. The site said I had already downloaded the key for one computer. I called the company to settle the issue and was passed from office to office for over an hour and then given a survey number rather than a real number to solve my issue.

Desired Settlement: $1000 for frustration in trying to get my product with a unique pin to be reinstalled on my computer.

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am at my wits end here as I have spenT hours calling, telling my story, and then being unceremoniously disconnected from the *********** customer support number. I have been put on hold at least four times in the last hour and have been disconnected each time. I have asked customer service representatives to give me their names, id #'s, or anything else that I can use to identify (and hold accountable) the person to whom I am speaking after they put me on hold for half an hour, but no one would give me any information today (except one woman who said her name was "******" and then hung up on me.) On November 12, 2013 I called xbox and set up a repair order for my son's xbox 360. His xbox would not allow him to set up xbox live and I wanted to have it repaired for him before Christmas. On November 12, 2013 Microsoft debited my checking account $96.77. I went to ***** within a few days and sent the xbox off to be fixed. On or about November 30, 2013, the xbox was returned to me without being fixed. The letter that came back with the device stated that the xbox was "tampered with" and that the service department would not even look at it to see what needed repair. OKAY, FINE. I called to find out how I was going to be reimbursed for the repair fee minus the shipping and handling and was told that my account would be credited within the next four to six weeks. That was three and a half months ago! I have called repeatedly to check on the status of my refund, but each time I call, I am disconnected or put on hold for so long that I have to hang up and start the process all over again. My feeling is that this company is trying to make it so difficult for me to get my refund that I will finally give up! I find that really disheartening... especially since I went out and bought my son a new xbox for Christmas when this one could not be repaired. I would like to know how I should proceed from here, since calling the customer support number is futile. I eagerly await your response. Thank you for your time and have a good day.

Desired Settlement: I want the money I paid to have my xbox repaired credited to my account asap

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: So I bought a **** Alienware M17x R3 from **** a few years ago (2011). Since then, I bought a version of Windows 8 to upgrade my operating system. I have an extended warranty from ****, and at the time of purchase they ensured they would have Drivers up to date for the laptop otherwise they would replace the laptop with an updated version. They have failed to provide drivers or additional support. Hence, why I am contacting Microsoft to see what can be done. My laptop has been unable to be used for a few months now. I have been having trouble with the screen not coming up after the Windows logo. This is a pretty major problem.

Desired Settlement: I understand that this is not your problem, but it would be really helpful if I could be placed in contact with someone from **** to help me solve this problem or I would be happy to work with Microsoft since **** has been able to nor unwilling to provide driver/support for Windows 8. Thank you so much for helping me out, and I look forward to a desired outcome.

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the last year I have been trying to close my email account with Microsoft: ********@msn.com. Each time I go to close it they take me to a variety of other places regarding other services that I may have obtained and state that I need to close those accounts. Yet, the accounts they reference state "cancelled" and the date was 2006. I have called repeatedly and they transfer the call and no one answers

Desired Settlement: I simply want to close this account.

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am an adjunct math instructor at *** **** ********* ******* ****** in ************* IN. About a year ago I purchased Microsoft Part # GLC-XXXXX with associated Windows 7 Ultimate Key from the Lawrence, IN campus of **** and installed the Windows 7 Ultimate on a NEW 1TB HD on a Dell Inspiron 1440 laptop. Things went FINE! ;-) So, I purchased another Dell Inspiron 1440 laptop and installed a NEW 500GB HD. I also purchased a new Microsoft Part # GLC-XXXXX with associated Windows 7 Ultimate Key (same Product #, different Windows 7 Ultimate Key!). I then installed THIS Windows 7 Ultimate OS onto the NEW 500GB drive just like the NEW 1TB drive earlier. Microsoft now states that the SECOND 25char key will not work even though the first one DID work. I do NOT understand how. Microsoft says I can get a 30 day extension for nearly $100 which is like saying I can buy a car with a 'represented' clear title for perpetuity but then in less than 30 days be told that I need to 'renew' the title for another 30 days when I PAY MORE than the originally purchased car! See here: HD 1TB 500GB OS NEW WIN7 Ult NEW WIN7 Ult Drive NO pre-existing OS NO pre-existing OS Laptop Dell Dell Model Inspiron 1440 Inspiron 1440 RAM 8GB 4GB Lic Key Worked 1st time!! NEVER WORKED Microsoft Tech Support has been WORTHLESS. I've spent over 3 hours and NO PROGRESS and I have less than 20 days left to solve this MICROSOFT issue. Supervisors/Managers are ALWAYS in a meeting! Yeh, right! ;-((

Desired Settlement: VERY SIMPLE: Provide a valid Windows 7 Ultimate license key that I can use without ANY additional cost. That is, I get what I paid for!

3/31/2014 Problems with Product/Service
3/31/2014 Advertising/Sales Issues
3/28/2014 Problems with Product/Service
3/28/2014 Billing/Collection Issues
3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Microsoft Office Professional Plus 2013 through my Employee Purchase Program for home use.I downloaded the software to my home computer from the Microsoft website and received the backup CD in the mail about 6 weeks later. The backup CD was supplied without the product key which is necessary for re installation of the software. My computer crashed on 02/28/2014 and completed an automatic re-fresh and I need to re-install the software on 3/1/2014. I contacted Microsoft Customer Support (X-XXX-XXX-XXXX) and received a run around for about an hour before I was told I needed to call back on Monday to get the support I needed to re-install my software. The problem would not exist if the product key for re-installation was provided with the software when I originally purchased it over a year ago.

Desired Settlement: I would like the product key to my software supplied to me so if I ever need to reinstall it at a later date I do not have to withstand the hour run around and the software is usable immediately.

3/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bing has my personal cell phone listed as a business. I am not a business.I have attempted to correct this with bing advertising but just get the run around. I have completed 6 e-mails and completed all request they instructed to remove my number but they still refuse. I am getting to many calls from this listing costing me minutes. Please help because this business does not care.The link is: http://www.bing.com/local/details.aspx?lid=YN62xXXXXXXXXX

Desired Settlement: To remove my personal cell number.

Business Response: Final Consumer Response /* (2000, 6, 2014/03/25) */ Microsoft contacted me and fixed the problem.

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Surface tablets for my children for Christmas. When I purchased headphones for them to watch movies or listen to music we realized they could not hear the dialog in movies nor the lyrics in songs over the background music. We thought it could be the headphones and purchased a different brand,again we had the same issue. We purchased a third set of headphones (************) and again the same issue. I have been in contact with Microsoft and been through all of the troubleshooting they had to offer for this issue over a matter of 3 days. They have offered to send me a refurbished tablet. I have asked for new tablets because my tablets are 60 days old today. Although Microsoft is still selling these talets on their website they refuse to guarantee that they will send out 2 new tablets. I did not purchase my children refurbished tablets for Christmas and I do not feel that they should have to accept a refurbished tablet when they never got to experience a fully working and capable device in the first place.

Desired Settlement: I am seeking 2 new surface tablets.

3/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a digital download copy of windows 8 to upgrade my computer from xp i attempted the install and it appeard to work until it got to the last step rebooting the computer to add the change i got a error indicating a fail i contacted microsoft at which point they indicated windows 8 could not be installed from xp with a digital download no where in the purchase agreement does it say anything like that microsoft is now telling me to get the upgrade down i have one of two options 1. return the down load copy and then go buy a hard copy for considerably more money or 2.borrow a friends computer to do some sort of media boot file technical troubleshooting of which i have no experience.

Desired Settlement: im am seeking microsoft to either send a tech out to fix the issue or a hard copy of the upgrade. they should not offer the download for online purchase if they cannot succesfully deliver the installation with ease to all of thier OS platforms.

3/24/2014 Billing/Collection Issues
3/24/2014 Billing/Collection Issues
3/24/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Billing/Collection Issues
3/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a copy of Microsoft Office 2010 in the fall of 2012. It was part of a promotional offer that included an upgrade to Microsoft Office 2013, when available. In my receipt, as well as follow up email, there is no mention that there was a limited time of redemption. The only requirements specified in the email (below) were met by me, but they have not honored the upgrade. I have not been given an upgrade key for Office 2013. I was told that because I did not request the key from Jan, 2014 to May, 2014 that I missed my opportunity to do so. There was no such limitation on my receipt or notification. I feel as though I was mislead. Here is my complaint in more detail on the microsoft website (unanswered) http://answers.microsoft.com/en-us/office/forum/office_2013_release-office_install/complaint-about-microsoft-office-2013-upgrade/************************************ Microsoft Office Pre-Launch Offer It's as easy as 1, 2, 3: Buy Office today: Purchase, install, and activate a qualifying Office 2010 product between the offer eligibility period - - from October 19, 2012 to April 30, 2013. Sign up for an email reminder: Visit Office.com/offer and enter your email address. Microsoft will email you when the new Office products are available. Get the next version of Office free, when available: When you receive your email from Microsoft, follow the instructions and redeem the Offer at Office.com/offer. See offer eligibility requirements for what is required during the redemption process.

Desired Settlement: I would like the Office 2013 Home and Student Product key which was promised in the above purchase.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered virtual office home and student online with microsoft from my new laptop in September 2013 and they sent a keycode (online) which did not work and I called they couldn't get it to work so they said they would refund me which they never did, they have kept me on hold for over an hour each call, bounced me from agent to agent and then after 4 months they tell me I can't get a refund after 30 days. This is 148.39 they took from me, I think it's wrong, and with Microsoft being so virtual, they should be better with their product and service and customer care which was absolutely horrible!

Desired Settlement: I would like for buyers to beware, I would love my refund

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I registered with my name and email address the office 365 and tonight the product has a problem so I have to uninstall it and reinstall it but when I try to find a way to reinstall it I cannot it says that my account has not been create, when I create it. Now I cannot reinstall office 365, this is ridiculous. microsoft has a lack or professionalism and the agents does not know how to treat their customers. I just pass * hour talking non sense with an idiot. This is unacceptable. Now I do not have office anymore. I am going to sue Microsoft if they do not fix the issue right away. They should be out of business. I have the product key and the box.

Desired Settlement: To give me this **** link so I can reinstall my product office 365.

3/17/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase from Microsoftonline. The card delivered was not correct and customer service would not resolve my issue. I made a purchase on 1/4/14 from Microsoftonline.com (order #XXXXXXXXXX). It was an Xbox360 Live 12mo gold membership with 800 Microsoft points. When I received the card the membership took affect when I applied the code but the points did not. I emailed customer service as soon as I realized the points did not take affect with no response from Microsoft. I then called customer services who, after being on hold for over 30-40 minutes and being transferred to various people, told me I had to talk to **** customer services. They transferred me yet again. When I spoke to **** customer service they stated they couldn't help me because they didn't sell me the card. They stated I had to speak to Microsoft. I AGAIN called Microsoft and this time got the name of the operator, ****. The call reference #XXXXXXXXXX, where she AGAIN stated they could not help me. She then stated she could not even research it further because I could not give her the last four of the card used to purchase the card. I gave her many identifying factors from the purchase but explained that the card was one that had to be replaced due to the credit card hacking from ****** and I no longer possessed the card. She stated that unless I could give her the last four of that card she couldn't go further with investigating the case. She then stated that, even if she could, **** was who I needed to go through. This case has taken 4 calls, now totaling over 3 hours just to get the product I have paid for.

Desired Settlement: I am requesting they either provide the 800 Microsoft points that I provided or they provide a refund for the product that I did not receive.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/20/2013 I attempted to place 4 orders for 100$ Skype credit each, with a 50% discount, for a total discounted price of $200. My orders were denied due to an error in the Microsoft Store system and my account was blocked. Customer service tried repeatedly to release the orders without success, and the case was escalated. The case was escalated with the clear understanding that the deal will most likely expire before we have a solution to this situation. I raised my concern about this possibility and I was clearly reassured that this should not be a problem.I was told "Do not worry Sir; they will take care of this". A month later and after more than 5 hours spent on the phone with customer service, Microsoft finally acknowledged that was their error: "The accounting team has responded that the order was cancelled in error and that all holds have been lifted from the account."(Email Date: Mon, 20 Jan 2014 21:50:49) I was then told that they cannot place these orders now, unless I have proof of receipts for the sale, and that the sale does not show in their system: "We are unable to honor the $19.95 price unless proof of receipt is shown for the credits. Please be aware that we can honor the $35.00 price unless you have proof of the $19.95 sale price which is not showing in our system."(Email Date: Sat, 25 Jan 2014 22:50:14) It is not clear to me where this amount of $35 comes from (please see below). After I expressed my intention to file a complaint with the Better Business Bureau, in contradiction with what they stated before, they acknowledged there was in fact such a sale and that I tried in fact to place these $100 orders. Also in contradiction with what I was told in December, and with their own offer to place the order for the discounted price if I had proof of receipt, they are now stating that they cannot place the order because the deal is no longer active: "After further review of the case notes we are showing the open orders that were attempted for the 2/$50 Skype credits. However, we cannot honor the discount on a new order since this was a promotional deal during our 12 days of deals for the Christmas holiday. Due to error with the order at the time the order was placed we are unable to honor the deal as it changed daily." (Email Date: Wed, 29 Jan 2014 18:14:15). This takes us back to square one, after a very frustrating and nonsensical process. I am requesting to have these orders released as originally intended, to have my Skype account credited for $400 and my credit card charged for $200. In the meanwhile, I was able to locate a receipt (PrintScren) of one of the numerous attempts to place these orders. The receipt is for order XXXXXXXXXX, and I can provide it if needed. Also, their response acknowledging the orders makes reference to order XXXXXXXXXX. Additional information: Skype account: *****@hotmail.com Credit card number: XXXX XXXX XXXX XXXX Thank you for your assistance. Sincerely, ***** ****

Desired Settlement: I am requesting to have the orders released as originally intended, to have my Skype account credited for $400 and my credit card charged for $200.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Website does not allow a user to cancel a subscription nor remove CC information. There was only one remaining month until CC expiry as I purchased Microsoft Office outright and no longer required the subscription. There is no phone number to call. Microsoft continued billing without a valid expiry date on my debit card. Finally found out that they have a chat feature and agent agreed to cancel service as of today and refused to give even a PARTIAL PRO RATED refund of today through March 1. I will be disputing all charges made after 11/13 my valid expiration date with my bank without a refund for ONLY the month of February being issued willingly by this company.

Desired Settlement: a refund of only 1 of 3 invalid charges taken by this company.

3/10/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service
3/7/2014 Billing/Collection Issues
3/7/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service
3/7/2014 Guarantee/Warranty Issues
3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an email account with Hotmail (***********@hotmail.com) that I have been getting inappropriate junk email included solicitations and ***********. I have reported this many times to Hotmail with no resolve. Finally I tried to close the account for over a month and was told I am to able to. I contacted Microsoft ******** support and was transferred 5 different times and spent more that 30 minutes on the phone and was told that there was no way for me to close the account unless I close my Microsoft Office Home and Student 2013 account because the Hotmail email account is linked to it. Once that account is closed then and only then I could close the Hotmail account. I was then told that I would have to purchase a new Microsoft Office account which I have had less than a year because it was not possible to to just switch the email account associated with my Microsoft Office account.

Desired Settlement: I want to hotmail account (***********@hotmail.com) closed and removed from my Microsoft Office Home and Student 2013 removed.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought Office Professional 2010 in the year 2011. It could be installed on up to 3 computers and was installed on three computers successfully and used up until about a month ago. I then had to reinstall Windows 7 on one of the computers because an automatic update installed Internet Explorer 11 and then many things would not work properly. I then had to reinstall Office Professional 2010 and it would not let me activate it. So I called Microsoft and asked what the problem was and they said that the activation number had been blocked and that my three copies were used up and that I would have to buy another copy of the product. So I tried talking to the supervisor with the same result and they were extremely rude in the process!!! In the end< I got no where talking to Microsoft Corp.

Desired Settlement: All I am asking to have what I paid for which is 3 copies of Office Professional installed on 3 computers and activated so I can use the product that I paid for!!!!

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a paid subscriber to Microsoft Office 365 (herein, Office) for MacIntosh. In approximately October or November of 2013, my Outlook began prompting me for passwords for ALL of my associated email accounts when I turned on my computer and opened Outlook. Prior to this, and in all instances where friends or acquaintances use Outlook, Outlook stores passwords for each account and does not require passwords for each account upon opening the application. I began contacting customer support in November and have subsequently engaged in no fewer than a dozen calls all relating to the same issue. I have allowed remote access to my computer by Microsoft technicians on at least a half dozen occasions so they could make adjustments and fix what they admitted is not normal operations. Each time they tinker with things, make adjustments, create new "identities" and the application works normally for the balance of the session. After several days of non-use, I find that the problem reoccurs. I am VERY frustrated and cannot get any satisfaction from tech support despite probably more than 20-hours of phone conversations. I am at a complete loss as to what to do next.

Desired Settlement: I want Microsoft to credit me for half of my subscription, about the amount of time that it has not worked properly. Further, I would like the application to work properly, as advertised, without complication. Lastly, I would like some good faith expression from Microsoft that they regret and apologize for the tremendous inconvenience, and frustration I have endured simply trying to use their product as advertised, for which I have paid in advance. Please have someone of authority from Microsoft contact me directly to work out this problem as clearly their "level 2" technicians have not been able to fix it in several months of trying. By the way, my iPhone and iPad handle mail just fine with my aol and Google accounts as does my MacBook Pro when I use the "Mail" feature so I'm now sure why Outlook cannot.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A few weeks ago, my office started receiving undeliverable email messages that were directed towards Microsoft (MS) email servers (msn.com, live.com, outlook.com, and hotmail.com). Our network admin. was able to contact someone at MS tech support initially. The MS tech support person told us that our office was flagged for "email harvesting". We do not send out mass emails within our organization and requested to be unblocked. Several emails were sent by myself and my network admin requesting this, but noone from MS responded. This has gone on for several weeks. We were able to confirm from out ISP (Integra) that only my office's IP is on the MS block list, and no other IP's in the Integra subnet is on the block list. Our Integra technical rep. contacted MS about the block list issue, but MS has refused to help. So, to date, MS has refused support from my business, my network admin's business, and our ISP's business. In the meantime, we have been unable to effectively communicate via email with several clients, colleagues, and consultants. It has impacted our business severely. We are extremely disappointed in the lack of service to date.

Desired Settlement: Immediate support and resolution of the block list issue described in my complaint.

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft told me(after they took full control of my computer for 3 hours)that I needed to have windows xp installed into my computer to fix an issue with editing files.I paid $150 and it did not fix the issue.Now they say there is no record of them telling me that. Now I have a $300 paper weight.

Desired Settlement: Microsoft owes me Windows 7 ultimate installed back on my computer and office 2003 to fix the original problem.

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Return Request Details: Order ID: XXXXXXXXXXX Order Date: November 28, 2013 Return Reference Number: XXXXXXXXX I returned an item purchased online to Microsoft Store in Arlington, VA. I was informed that the return will be processed within 10 business days. I still have not gotten a refund. I chatted online with Microsoft Store rep, and they were unable to help. They are also unable to provide me an email or phone to contact them about this specific issue. Instead, directing me to their general customer support phone. I should be not taking this much effort to get a refund for a product that I already returned almost a month ago.

Desired Settlement: Refund my purchase as promised.

3/3/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
2/28/2014 Problems with Product/Service
2/28/2014 Problems with Product/Service
2/28/2014 Problems with Product/Service
2/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About a year ago I purchased a Word 365 (downloadable) program subscription from Microsoft's web pages. The subscription was only for a year, and I was told it would auto-renew if I did not cancel the subscription. I received and email from Microsoft a few weeks ago reminding me. I no longer need or want this subscription, so I went to the Microsoft web pages several times yesterday and today. However, there is no method for "canceling" your subscription. I filled out the information (about a dozen times) in their support screen; you can request to be contacted by email or phone. I requested both, but each time I hit the "submit" button I was given a message saying "there was a problem processing this request, please try again in a few minutes." I even tried to remove my credit card information, but they would not let me. If there are any charges made to my account on 2/14/14 I will consider this "theft". Why do they make it so difficult for someone to simply cancel a service. I feel like my credit card is being held hostage my Microsoft!! They are crooks.

Desired Settlement: I would like my subscription cancelled. I would also like Microsoft to make changes to their web pages. I cannot imagine how many other people they have trapped in this way. I can't afford the lawyers Microsoft can...or I would sue.

2/25/2014 Delivery Issues
2/24/2014 Problems with Product/Service
2/24/2014 Problems with Product/Service
2/24/2014 Delivery Issues
2/24/2014 Problems with Product/Service
2/24/2014 Billing/Collection Issues
2/24/2014 Problems with Product/Service
2/24/2014 Problems with Product/Service
2/24/2014 Problems with Product/Service
2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I open up my email from my office to wait on an email that I was waiting on. I was release from the State of Alaska effect 1 May 2013. On May 1, 2013 I went to pull up my e-mail, from home and was unable to retrieve my e-mail. I have important document on my e-mail and Hotmail stated that I can not prove that the e-mail address is mind. Why couldn't Hotmail send me a new pass word though the mail and that would have stop the problem. I am the solve person on this account. I would like to have my e-mail with all my e-mail attached. Thanks you for your help

Desired Settlement: To retrieve my old e-mail account back.

2/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started a free trial with my info to use a subscritpion service they cant cancel the service on their website like most normal websites allow say for example when you cancel********, even after a chat with their support rep he said to call. I dont have aphone as im a student and can barely afford rent and am waiting on finacial aid, they require me to call in order toc ancel, this is unfair and sets them up so people cant easily cancel their service which is horrible buisness practice

Desired Settlement: cancellation of my subscription

2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec 18, 2012 I purchased 3 licenses for Microsoft Office Home and Student 2010 on line at the site "www20.buyoffice.microsoft.com". At that time there was a "Microsoft Pre-Launch Offer" stating that I am eligible to receive "the next version of Office free, when available". I signed up for my email notification per website instruction. I have not receive my email notification, so I called customer service yesterday to inquire about receiving the newest version. After 6 representatives and 2 hours on the phone, I have been denied any access to the promised merchandise upgrade I purchased. I was told that this offer never existed despite the proof I have on my receipt. Also, I have had difficulties with the Microsoft Office product spontaneously uninstalling from my computers. This has required me to call their help desk to request reinstatement of my product key, and ultimately more involved download to re-install the product. I have the original receipt in hard copy and email form with date of purchase, order confirmation number and product key, and notes taken over the past year when I have called the help line seeking resolution to my problems.

Desired Settlement: I would like the updated product as promised in the advertisement/offer and I would like it in disk form so I may re-install the product when it malfunctions or becomes corrupted.

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Office for Mac online. I downloaded the software and saved it to a CD, however, the product key was not saved. I no longer use the original email that I purchased the software with and customer service will not discuss anything with me because I do not recall the credit card used for the purchase.

Desired Settlement: I would like my product key code.

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint due to the Surface Pro tablet not working properly and still having issues that prevent from smooth usage. I purchased a Surface Pro a few weeks ago and of course have upgraded to Windows 8.1 as suggested. The battery life is absolute garbage, internet connectivity is not solid (which on other devices I own is) -- and the Windows OS on it has crashed a few times. It's very unreliable and I've had it replaced and the replacement even looked at -- I am completely not satisfied and expected more out of this "flagship" Microsoft product.

Desired Settlement: I purchased this for use for radio broadcasting with software that is approved for Windows 8/8.1 and have not been able to use the device as a stable device so after a couple replacements with the same model (which I believe is faulty in performance/battery compared to what is advertised) I am seeking a replacement with the current generation Surface Pro 2 128gb, hoping that I will not have issues with that device as the bad luck I have had with my Surface device. I don't believe I have ever had a device as unreliable and am only hoping that the proper replacement will actually function and not have as many crash issues nor performance issues.

2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Billing/Collection Issues
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Delivery Issues
2/18/2014 Billing/Collection Issues
2/18/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have hardware from Microsoft that should be replaced but I've spent 4hrs being transferred around different departments all of which claim the Windows gamepad wireless receiver is not their departments territory. And many of the places I'm transferred to have phone service that is impossible to have a conversation through. It's cracking up and cutting out; and the places where the calls are clear the accents are too thick to be understood. It seems this is deliberate to keep customers from ever getting warranty replacements.

Desired Settlement: I would like a replacement wireless receiver for my gamepad. The identification on the receiver is "Model: 1086 P/N XXXXXXX-XXX PID XXXXX-XXX-XXXXXXX-XXXXX." The name on the product is "Microsoft Xbox 360 Wireless Receiver for Windows."

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 1/17/2014 I purchased access 2013 from ****** ***** ********* in Encino CAlifornia Tel XXX XXX XXXX When i tried to install it I wasn't able to get on the Microsoft web site. I struggled for 2 days talking to tired overworked people in India who were not able to help me get access to Microsoft website because of some password/code issue. I have tried everything. This is insane. I payed a lot of money for something I cannot use. I lost 2 days trying to get access 2013 to work.

Desired Settlement: Please send me a cd with Microsoft access 2013 and have **** ***** Call me at XXX XXX XXXX and apologize.

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This message is concerning the email account ************@hotmail.com

Desired Settlement: In the morning of January 16th, 2014. I checked my Inbox and all my emails are gone. After viewing blogs, I leaned that I can go to the Deleted folder and use "Recover Deleted Messages". This option did not work because I was only allowed to recover messages that I personally deleted. A lot of very important emails are missing. I need to get them back. I log into my account using Internet Explore all the time. I also use Microsoft Outlook 2010 and Outlook.com app on my Android phone and they are all synced however Microsoft does it. Therefore, all emails in Inbox have disapeered on all locations; the web, Microsoft Outlook 2010, and Outlook.com by Microsoft for Android. I never made an alias email name. I did not deactivate my account. All emails in all folders still exist, except for the Inbox. Only the Inbox all emails disappeared. I never used Pop3 or any other kind of pop. Can you please recover my inbox emails? Those emails are extremely important. I went through your support.microsoft.com and it's taking for ever for the support team to respond. It is crucial that I get those emails back. I feel that your support team does not have the knowledge to fix the problem from what I experience from their response. The email account that is being issued is ************@hotmail.com On support.microsoft.com SR Number: XXXXXXXXXX Opened on: 01/19/XXXX XX:XX Thank you for your support.

2/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased Windows 7 professional software on 7/23/2013 for a Genuine product key as well as a download directly from Microsoft's website: https://fp-pr1.ds.microsoft.com/TransferFile/FileTransfer.dll?Cmd=1&MN=XXXXXXXXX&Dir=1&Mode=0&Off=0&TS=9FC7EBDA-1F74-4D34-A43F-BE8B1CF442BE&CVN=5,0,0,32 was the link I was given to download the software directly from the website. All of a sudden windows says my key is not genuine so I called Microsoft who told me that they blocked the key because it was pirated and that they could not support me if I did not purchase the key directly from microsoft. I have a technician's background and I very well know that it is not the responsibility of the sales person if Microsoft blocked the key 6 months after purchase; as soon as I purchased and installed the product I made sure it was legitimate by activating my service online with the product key which is the method microsoft uses to prevent piracy and fraud. If your network was hacked 6 months later and someone else used my product key, you cannot hold the person who paid for it responsible, you are responsible for your own fraud and you have insurance that protects you from it. The merchant I purchased it from is still in business and has been using paypal to sell their products, which everyone knows that there is no way that someone would be selling pirated software using paypal for more than 6 months! http:*************************** is the website of the merchant. The product key in question is : ***************************** and I never used it in more than one computer. Calling Microsoft was extremely frustrating, I first spoke with someone in customer service who refers me to the merchant, so I asked for his supervisor who referred me to the refunds department. The refunds department told me that they only provide refunds from microsoft.com and do not provide product key replacements and told me to call technical support for product key replacement. I then spoke with technical support, told her my situation, she tried to refer me again to the retailer, which I then mentioned Quebec's consumer protection law, and then the representative hung up on me. I called again, spoke with another representative(this time I took her employee number down: ******* and her name is ******* and was obviously working in a Filipino call center, gave her all the information once again, even started reading out the whole link I posted above (for the download from microsoft.com)and once again she hung up on me, no one called me back, no apologies. This is the first day in my life I started considering *******

Desired Settlement: I expect microsoft to unblock the key I purchased or at the very least replace the Windows 7 professional service pack 1 key with another one. I've been a loyal customer of Microsoft since the 80s, I expect compensation.

2/11/2014 Problems with Product/Service
2/10/2014 Billing/Collection Issues
2/10/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service
2/10/2014 Guarantee/Warranty Issues
2/10/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** hosts my website and was notified to contact **** about a problem with information posted when my website is searched. I used ww.****.com/webmaster/tools/content-removal to request outdated cache removal. The site information with wrong cache was changed around December 20, 2013. I contacted **** at above site over a week ago. The information has not been cashed and this is impacting my branding.

Desired Settlement: Please remove outdated cache for my website. I want to have updated website information posted once someone searches for my site. I want the updated information posted in the search response, please. Thank you.

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to redeem my reward points for an ****** gift card on 1/10/14 and received an email saying there was an error with my order. Upon contacting customer *******, they told me they closed my account I violated the Terms of Use and that if I felt the closing was an error, to contact customer service again. I did that only to receive the same message "Our research indicates that you or your Bing Rewards account has engaged in one or more violations of the Terms of Use..." I have read every single term of use and I have not violated any one of them. In response to the terms that customer service said I may have violated, it is as follows: . Maintaining more than five user accounts per household - I ONLY HAVE THE ONE ACCOUNT WHICH I LOG INTO THRU FACEBOOK . Opening more than one user account per individual - I ONLY HAVE THE ONE ACCOUNT WHICH I LOG INTO THRU FACEBOOK . Residing outside of the 50 United States and District of Columbia - I RESIDE IN NEW YORK CITY . Not providing accurate account information, including your true first and last name, your complete and accurate mailing address, a working phone number and your email address - I OWN AND LIVE IN THE BUILDING THAT IS LISTED AS MY MAILING ADDRESS, THE NAME I PROVIDED IS MY TRUE FIRST AND LAST NAME, AND MY EMAIL ADDRESS IS A GMAIL ACCOUNT, AND THE PHONE NUMBER IS MY CELL PHONE . Using a service intended to obfuscate your true IP address or your location - I DON'T HAVE AN OBFUSCATION DEVICE . Using a bot, cheat code, macro or other automated method to participate in Bing Rewards - I PERSONALLY PERFORM SEARCHES AND/OR CLICK ON THE RELATED SEARCHES LINKS ON THE RIGHT SIDE OF THE SEARCH RESULTS ON BING.COM

Desired Settlement: Restoration of my account and the points I've accumulated as well as points I would have earned for each day my account was closed.

2/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Several times I have contacted Microsoft about charges to my bank account for a subscription billing. Each time they tell me a refund of the charges will be refunded and the subscription cancelled. Each time I wait for my account to be credited and weeks go by with no transaction of a refund from Microsoft. I call again and go through the same ritual and again the results are the same. I am surprised that such a big company can not deal with a simple refund of $19.98. These are for two office 365 subscription billings that kept occurring. I purchased a full 4 year subscription to office 365 and they kept charging also for the monthly subscription.

Desired Settlement: The settlement I am seeking is a refund for 2 months billing charges for Office 365 subscription. Also, be sure to cancel the reoccurring charges. I have already purchased a 4 year subscription to Office 365.

Business Response: Initial Business Response /* (1000, 8, 2014/01/14) */ Hello *********, *** ******** with Escalation Support has been attempting to reach you via email and voicemail to assist with the matter. When you are available, please contact *** so he can assist you. ***'s contact information is as follows: *** ******** MarketPlace Escalations Support Phone: ************ Email: ********@microsoft.com Hours: M-F. 9:00am - 6:00pm CST Please reference case number XXXXXXXXXX when contacting ***. Best regards, ****** Final Consumer Response /* (3000, 10, 2014/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here are the dates and amounts. Microsoft originally owed to me a refund in the amount of $69.93 for Office 365 subscription charges from August through November. I was billed $9.99 on 8/24/2013, $19.98 on 9/03/2013, $9.99 on 9/22/2013, $9.99 on 9/28/2013, $9.99 on 10/26/2013 and $9.99 on 11/25/2013. Subtracting the $29.97 that was credited on January 3. The remaining balance would be $39.96. NEVER ADDRESSED THESE CHARGES AND IN THE END *** ******** TOLD ME TO DISPUTE WITH MY FINANCIAL INSTITUTION FOR THE ADDITIONAL UNAUTHORIZED CHARGES!!!! Final Business Response /* (1000, 12, 2014/01/23) */ *********, The reason you see a charge fro 19.98 is because your card was declined on for the previous month and then when it processed again for Jan. it went through and of course with the next month charge so it is 9.99 x 2. There is one other office charge from August that I processed a refund on today for 9.99. There are no other charges that I see and that will be refunded. If you have further charges in question, you will have to work with your financial institution. Thanks, *** ******** ************ Microsoft

2/6/2014 Problems with Product/Service
2/3/2014 Billing/Collection Issues
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had windows 8 which I begin to hate 7 was so much easier, I had to redo system and hard drive just before Xmas, now when were watching TV it keeps saying will not activate, purchased from Microsoft, **** and tech for Microsoft were written but been another two weeks so trying here again, I did talk to support after trying to use special wording to bring up activation by phone windows, but she said even though it was bought through microsoft key she did not recongize it and thus could not help making this even more stressful on a disabled senior and microsoft customer since around 95. I want the working operating system to work, bunch of junk hassles and stress now, I paid for a operating system want and need that to work, not sure why Microsoft tech after all this has gone through said she could not locate key info on her end, why, i need it to watch tv as its on my home theater computer.

Desired Settlement: I want a working operating system. It is was I thought they sold me. Why the hassle just to reload it every darn time stupid stress me out hard on my blood pressure etc. hope this gets help finally.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern, We have always used Microsoft products and for the most part we have always been happy with sales and service but not this time. On December 23, 2013 my son placed an online order at the Microsoft Store. When he added the item to his cart it was "in stock" and we were allowed to complete the transaction for a Microsoft Surface 2 32 GB SKU: PW: P3W-00001. We read the rules for ordering online to be certain that there wouldn't be any issues getting the item in a timely manner. We also chose 2 day shipping which cost us an additional $10.00. I am extremely disappointed in Microsoft and I don't know why a corporation this large hides all of its contact info so consumers have nowhere to turn if they are duped by a product, website, call center, etc. I don't want to take to social media and blast Microsoft but you can bet I will. Bottom line you have taken my money and I want the item shipped immediately, it's fraudulent to take money and not provide the product/service we paid for. It's also wrong to have someone pay for 2 day shipping and then wait 10 + days to ship the product. This item was purchased with my son's Christmas money, Microsoft Corporate should be ashamed for allowing employees to lie, mislead, and mistreat the loyal consumers that made it possible for Microsoft to exist. ORDER # XXXXXXXXXX ORDER DATE: 12-23-2013 Product_Or_Service: Microsoft Surface 2 Order_Number: ORDER # XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Microsoft has already taken my money and provided no service or product. I am not looking for refund, I just want the product shipped/delivered. I also would expect to have the two day delivery I paid extra for refunded. It would be nice if they refunded a portion of the actual order too but I'm guessing they won't.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase an Office 365 Home premium subscription on 11/21/2013. Today, there was an issue with the activation and the software has to be deleted and re-downloaded. I paid for this subscription for 2 months and in addition to that I loose everything that I have done for 2 months. I want my $19.98 refunded and since what I paid for was obviously no good. I contacted support and after an hour on the phone and he messed my computer up so that now nothing runs properly, I am thoroughly aggravated with Microsoft and then I call to get a refund and to my surprise, I get 4 different contact numbers and no one knows how to process my refund. Product_Or_Service: Office 365 Premium

Desired Settlement: DesiredSettlementID: Refund I would like a refund of my monies paid or a product activation key that will install the program sufficiently.

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello. I purchase a Microsoft Surface Pro 2 512GB, for over $1,900.00 from the Microsoft Online Store on or about November 13 and received the device on or about November 27th. The device failed on December 13th. I contacted Microsoft Support and finally received a promise of an exchange with instruction for returning the device on Dec, 16th. They received and inspected the device on Dec, 17th. I have had no further contact from Microsoft since that time. I again reached out to support on Dec, 30th. They stated that the escalation for an exchange on the device was not executed. Each time I contact them, I am told I have to wait three business days for an email response. No one will speak with me via phone. I called their corporate office and was given an email address for corporate support. I again was told I would have to wait another three days for an email response. I am paying interest on a device that failed within 30 days of receipt with no solid resolution, only promises! And, every time I contact them, I am told that it has to be handled by another department and each time I am told to please wait three business days for a response. I have never been treated this way by ANY company I have ever dealt with. They took my money, they have my device and I have nothing! PLEASE HELP!

Desired Settlement: I initially requested an exchange, but now I am fearful that if I have any further problems, they will not support me in a timely manner. I would like I refund!

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used Microsoft Office for years and recently signed up for the trial with the full intention to buy a subscription to Office 365. One of the big selling points was the ability to install Office 2011 on my Mac. After installing it I tried accessing the thousands of online clip art images that are supposed to come with this purchase only to find out that the "online" button in the software redirects me to a website that has not been functional for years. Between chatting online and calling I spoke with 4 different individuals before I could find anyone that supports the Mac version. And she knew less about that software than I did already. She looked at the "dead" website and saw that it mentioned using Bing images search to find clip art. The problem is, that isn't what I'm paying for. That has the potential for me getting a hold of copyrighted images as well and doesn't seem like a good thing for Microsoft to be advocating for. She finally basically just suggested that the Mac version doesn't support getting clip art from Office.com. If that is the case, why would the "online" button still exist in the CURRENT version of the software and why does support not know the Office suite better than I do?

Desired Settlement: First and foremost I want an assurance that my support history will be looked into and the person I spoke with at Office for Mac support will be better trained to actually know how to use the software she supports. Next I want to be able to speak with someone who really does know what they are talking about that can help me with this issue. Finally I want an apology for how difficult it is to BUY a product from Microsoft.

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The service I utilize through Microsoft is Office 365 home premium. As I pay for this service it has not worrked properly for the last month. I have spoken with 3 reps. and 1 supervisor to get the issue corrected. This issue is that this service is locked up. There is 3 services on this service skype, skydrive and Office 365 home premium. The skydrive and skyp work fine and I am able to use. Office 365 home premium on the other hand does not. First rep I spoke with only told me basic known possible fixes (ie: clear browser history, restore defaults and such) only for them to tell me that there is nothing that can be done and to wait see if it corrects itself. Second rep I spoke with was with accounts as the error message says "It seems your account is not quite ready yet. Close this window and come back to your account page later." This rep took quite a bit of information and put me on hold numerous times. After taking quite a bit of info. credit card, phone #, username, and so on said everything was fixed and there is no issues. She then directed me to uninstall Office completely and to reinstall. I proceeded with the uninstall restarted my computer only to find that the issue with my service still exists and am not able to install Office 365 home premium. I then proceeded to call tech. help. I was connected to a rep. that all she did was connect to my computer and attempt to do all basic troubleshooting. When watching all she did was repeatedly flip through my account and reset settings, cleared cache numerous times. Then she said that there was nothing she could do for me. Said that she could give me a temporary remedy (trial version). I then spoke with supervisor only to not get any help there either. So I am not able to use a service I pay for and have to stop my work. If this was a business account I would suspect that this issue would have been fixed right away (ie: the first time).

Desired Settlement: I pay for a service and it should work. I should not have to be given a run around to get something this simple to fix. As I pay for a service all I am looking to get is a working service that I will not get a run around with and to be at minimum reimbursed for the month of service that I have had this issue with.

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The service offered by the phone technicians was incredibly poor as well was the responses, call backs, follow ups, and results. The problem arose on Thursday, Nov. 28 2013. A recent Windows update failed on my computer and I had to call microsoft in order to figure out the problem. The first technician attempted a few repairs but was unable to figure out the problem. He scheduled for me to talk to a level two technician the next day at 9am. I was contacted by the level two technician and they proceeded to work on my computer via shared desktop control for close to 10 hours. (9AM till 6PM) Due to some lengthy processes I was told that it was ok to hang up and that they would call back at a certain time. The technician never called back, and the major repair that they were attempting (reinstalling windows) failed and my computer was left in a worse condition then it was previously in. I attempted to call tech support again and get further help, but I was only placed on hold for one hour when I first called, and 45 minutes for the second call. Each of those calls ended with me hanging up before I could speak to anyone to assist me. Another "Follow up" member of technicians did finally call me back to ask about the service I had received, when I told him about my issues he promised to have someone call me back within a time frame, though that was never followed through with. I finally had to bring my computer to a local computer repair store. When I described the problem and the steps that were taken to fix it, and when he had the chance to look at my desktop, the repair man there was amazed at what the technicians had done to my computer to attempt to solve my problem. The repairs that they had done had not even come close to being the right solution to address my problem, and had in fact made my circumstances work. The repair man had to wipe my HDD of windows in order to reinstall it and make my computer functional. Due to the Microsoft tech support causing me to need to reinstall windows, and myself not having my product key anymore, I am unable to use Windows as I am stuck with the trial version unless I buy what I already have. Although I am angry at the loss of the data on my HDD (I am a student, and had some WIP thins on it), I am more angry at the poor reception and follow up that the technicians at Microsoft provided, and the fact that their repairs led to a more serious problem that has ended up with me having to pay for an outside repair as well as a new copy of windows if I want my computer to work again.

Desired Settlement: Or me to put this issue to bed and get my computer fully functioning again, all I would like would be a full physical copy of Windows 8 Home premium so I can get it on my HDD and get my computer back to a functional state.

1/31/2014 Problems with Product/Service
1/31/2014 Problems with Product/Service
1/31/2014 Problems with Product/Service
1/31/2014 Problems with Product/Service
1/31/2014 Problems with Product/Service
1/31/2014 Problems with Product/Service
1/31/2014 Advertising/Sales Issues
1/31/2014 Problems with Product/Service
1/31/2014 Problems with Product/Service
1/31/2014 Problems with Product/Service
1/31/2014 Advertising/Sales Issues
1/31/2014 Problems with Product/Service
1/29/2014 Problems with Product/Service
1/29/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Advertising/Sales Issues
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Advertising/Sales Issues
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While in the store looking for a new computer for my daughter, a sales associate gave us a small handout with the "12 Days of Deals." The deal for Wednesday, December 11th was this: "**** Nokia Lumia 1020 for Free." She went on to explain that people lined up as early at 7am for daily deals.Since I needed a new phone I got down to the Microsoft Store at ************** at 6:30 am and waited. About 8 am my daughter, who had just got off a night shift at Good Samaritan, joined me because she wanted to buy a computer. About 9am we were helped. Staff told me that I had to sign up for a 2-year **** contract to get this phone. I said I felt "ripped" because the paper I was given had not said that. I have an existing relationship with T-Mobile. *****, the manager who helped me, gave me the phone anyway saying I could contact **** or look online to get the code to unlock the phone. I bought some accessories for my new phone. My daughter bought her computer. When I contacted **** they said they only unlocked phones for current or past customers and that the store should unlock the phone. This is what **** said,"The phone can only be unlocked by the actual seller itself. They were supposed to unlock the device for you."So, I would like for Microsoft to unlock the phone as they should have done before I left their store. I do not want to purchase a contract with ****. Also, according to **** I cannot even use the phone as a pre-paid phone or GoPhone through them until Microsoft unlocks it.

Desired Settlement: DesiredSettlementID: Not applicable Online it is impossible to read what question I am supposed to answer here. Your questions are in the same color as your form and are, therefore, invisible.

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When viewing a YouTube video, notice after the video end that the screen goes black then comes back on if its an advertisement video. However, the after the real video ends, the screen blacks out and logs user off the computer. The problem is in Windows 8.1. Another issue is that they are not informing other Network database companies like Facebook that Internet 10 is built in and keeps displaying Flash Player Needed Upgrade which I have already. Microsoft shows no communication skills what's so ever.

Desired Settlement: Fix it.

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: wanted to use my Nokia Lumia 521 as GPS (********) when travelling in Canada. However, to be able to make it work, I was asked to pay for an upgrade. I paid for the upgrade and then the phone was able navigate me in Calgary, Alberta, Canada. I Later my phone had some problem and I had to reset it so all the data was gone, including the paid GPS upgrade. I contacted Microsoft at XXX-XXX-XXXX and was directed to Nokia. Neither of both understood my request and was not able to solve the problem. I'd appreciate if Microsoft can help re-install the upgrade on my phone. I can provide a copy of the payment for reference if needed.

Desired Settlement: Please re-install the GPS upgrade that I paid for on my phone so I have navigation when travelling outside of the US. Also please provide instructions or an avenue for receiving the upgrade again in the future as the phone might need to be reset again. Thank you.

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On approximately 13 December 2013 I ordered the Acer Aspire laptop V5 573P-6896 from Microsoftstore.com for $499 that included a $25 gift card; my order # XXXXXXXXXXX. The transaction was authorized by my bank and posted to my credit card but I never received a confirmation email from Microsoft. I contacted the Microsoft store by phone to ascertain the status of my order. The Microsoft Store representative said that my order was never processed and that the product was now out of stock and that the transaction was cancelled. I never received a email from Microsoft store stating such but I did verify the order was indeed cancelled by them. The representative said that she would escalate the matter to a higher level to determine why my order wasn't processed and to resubmit original request for the product for $499 and the gift card once the product back in stock. I was informed to call back the next day; I did and was told that the matter was still being mitigated. I've called the Microsoft store more than 5 times concerning this matter over a 5 day timeframe and have not received an answer. I'm always being asked to explain the situation over and over and that the matter will be escalated to higher authority for the resolution that I requested which is: when the Acer Aspire laptop V5 573P-6896 and gift card ($25) is back in stock I want it for the price of my original order $499. The laptop is back in stock on their website. I called the Microsoft Store day and given the same run-around. The last escalation number I received was XXXXXXXXXX.

Desired Settlement: I desire the Acer Aspire Laptop for price that my original order was placed ($499)was placed along with the $25 gift card.

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a word processing program at a cost of $107.34 from **** *** on Oct 10th 2013. I was told if it didn't work I could return it. I was unable to download it and tried to get refund the next morning. They informed me it could only be refunded by Microsoft Returns **** ********* *** San Leandro, CA XXXXX (XXX-XXX-XXXX). I mailed it to them the same day, Oct 11th 2013. After a month I called and was told (rather rudely) they don't do refunds in less than six weeks, and they haven't yet verified if I downloaded the program or not. After another six weeks I called and was told they mailed a refund check Nov 25th and quickly added it may be lost in the mail if I have not received it. I was told I could request a replacement check if I called back after Dec 26th 2013. I called back today, Dec 27th and am told they will let me know if I can receive a refund within four weeks of now. The answer to every question is always call back in a month and maybe we will do our job then. Very frustrating. Product_Or_Service: Office 365

Desired Settlement: DesiredSettlementID: Refund Refund my $107.24 that they promise to do.

Business Response: Final Consumer Response /* (2000, 12, 2014/01/28) */ From: **** ***** [mailto:**********@gmail.com] Sent: Tuesday, January 28, 2014 7:14 AM To: Better Business Bureau Subject: [SPAM] Re: BBB Complaint Case# ******** (Ref#XX-XXXXXX-XXXXXXXX-X-XXX) Importance: Low Complaint settled, thank you

1/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/10/13, I purchased the Christmas deal for the day, a Garmin Forerunner Watch. I selected the item, it was in my cart "at the advertised deal price", I entered my credit card info and hit "place order." After the site "thought" for a moment, my order confirmation #(XXXXXXXXXX) came up on the screen, BUT, the price I was charged was not the deal price, it was much higher. At no time in my cart did it show this price. I feel defrauded. I reached out to customer service to stop the order and was told it would be stopped in 24 hours. When the order was still not canceled but showed on backorder I contacted customer service again and was told it would be stopped. I received an email today, 12/18/13, saying the order was shipped and my account charged, but now I get to return the product to Microsoft. I called customer service and I was told that the prior customer service agent wasn't able to stop the order! Why?? So my bank account has been charged and I get to wait until so many days after the product is received back before I get my money back. Why?? Why do you get to borrow MY money because of YOUR mess up? How about you refund MY money because you committed fraud when I hit place order and approved one amount, but then was charged another amount. Shame on you Microsoft!!

Desired Settlement: I want my bank account credited immediately...no waiting for me to refuse the shipment, for it to be sent back to Microsoft and then Microsoft process the order! Microsoft..YOU should have to the one waiting! Don't bully customers by making them wait for their money just because you are some big corporation, we are just that CUSTOMERS! Own your mistakes and make it right!

1/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Surface Docking Station on 12/16/2013 for a price of $199.99 but on 12/19/2013 the price dropped to $179.99. When I called to get the difference refunded Microsoft refused. However, I cannot order the $179.99 price because it is out of stock -- which is also the reason they are using for not honoring the difference. Several requests to talk to a manager were not honored and I was then disconnected by the agent. This is clearly a deceptive advertising practice to show a discounted price on an item that is not in stock.

Desired Settlement: The difference in price which is $20 plus the sales tax.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To The Better Business Bureau My name is ****** ** ********* **** ******* ****** Rock Hill, SC. Business Complaint ***** I want to explore taking legal action against the Microsoft Corporation/ *********** for misrepresenting the services for which they were paid $99.99 and then tried to extort more money out of me for the issues they were supposed to have fixed. I am an author of fiction, who is about to launch a new eMagazine. My computer is in imminent danger of a catastrophic shutdown and I believe that during the course the so-called fix, they disabled my virus protection and left it that way. The encrypted Microsoft operating system files were pervaded with over ten thousand viruses, which they claimed only they could fix. On August 30th they connected with my computer after accepting the last $99.99 I had. They assured me that there would be no more problems and that I was protected with what they called a one-time fix, but as it turns out One Time Fix doesn't adequately represent the intent. It actually means that they would only fix it one time. (Not that they would only have to fix it one time to alleviate the problem, which is how they presented it to me.) Almost immediately after the fix, the computer, a HP ProBook 4525s began to slow down, showing the same symptoms and worse. I could no longer open files I needed to work on, including a new novel that I am currently writing. After calling them back and being passed from one department to the next (5 times) I spoke to a supervisor who's only concern was to extort more money out of me. That's all he cared about. I offered to give me a lifetime fix for only another $199.99, claiming that he was doing me a favor by giving me a $200 dollar discount. When i told him I had no more to pay them for a fix they had already been paid for, he continued to push for more money or my computer would die. At that point, I'm afraid I became quite indignant, I was very upset because I consider this to be blackmail and sabotage. I have paid Virus protection through ******* which no longer work after they connected with my unit. The were still connected to my computer at the time when the shouting began and they erased the reference number to the call, but I have the receipt for August 30th and the information concerning last night's call with the supervisor's name and the price on it. He told me that if I didn't pay the money, not to call back at that number because the price would then be 499.99 to fix my computer. Please understand that my life's work is in this computer. On the eve of announcing that I would dedicate this week to writing the new e-magazine's first newsletter as a part of launching its marketing strategy, this happens. The novel I'm presently writing is also blocked. I feel that this was no accident, but strategic or due to negligence. If I lose it all I will not have the will to reconstruct four novels and two compilations of poetry by memory alone. I'm looking into filing a complaint with the Better Business Bureau, but this is extremely distressing. Is there any way you can assist me? I am attaching the saved file with the price he offered and the receipt for the worthless work done. I know that the economy is bad, but this isn't right! Below is a copy of what they now are offering for $499.99 lifetime fix that curiously offers me two years of unlimited technical support. I live on a fixed income, disability, that doesn't afford any frills nor the luxury of spending a total of $600.00 when they assured me that there would be no more problems. This is the original transaction number for the August 30, 2013 payment receipt, which mysteriously disappeared when I tried to copy it for the purpose of submitting this complaint. Transaction number XXXXXXXXXX. X-XXX-XXX-XXXX **** ******-$99.99 one time fix (Below is a copy of what the supervisor ***** offered instead of making things right. Notice that the reference number to the call has been deleted by them. Most of what is promised here for more money was promised during the first encounter when they supposedly fixed my machine.) REMOVE ALL TROJANS REMOVE ALL VIRUSES REMOVE ALL MAJOR THREATS INSTALL ALL NEW WINDOWS 7 IN THIS SYSTEM FIX ALL CORRUPTED SOFTWARES FIX THE MICROSOFT OFFICE , WE WILL REINSTALL THE ENTIRE OFFICE LIFETIME INTERNET SECURITY AND LIFETIME NETWORK SECURITY (TRANSFERABLE) 2 YEARS OF UNLIMITED TECHNICAL SUPPORT COMPUTER PRINTER SCANNER WEBCAM MODEM EMAIL INTERNET NETWORK ETC... REFERENCE NUMBER- X-XXX-XXX-XXXX--XXX***** **** ****** SUPERVISOR ONE TIME CHARGE- LIFETIME CHARGE- 199.99 499.99 Please help. Thank you for your time. I can be reached at ph# (XXX) XXX-XXXX or by email at **************@gmai.com or ****************@gmail.com

Desired Settlement: I want my money back or my computer fixed free of charge and all viruses subsequent to their interaction removed as promised by the companies mentioned (Mictrosoft and affiliate ************** ***********)

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ September 23, 2013 ****** ********* **** ******* *** Rock Hill, SC 29732 RE: BBB Case # XXXXXXXX Hi *** ******* Your complaint filed with the Better Business Bureau, regarding your phone support with a third party vendor, **** ******* was forwarded to Microsoft and assigned to me on Monday, September 16. Per the Better Business Bureau process, I am submitting a response through the web site, to provide an update by the September 23 deadline. Please note that the phone support you received by **** ****** was not legitimate and is in no way supported or sponsored by Microsoft Corporation. Despite our efforts, these "scammers" misuse Microsoft's name frequently in their attempts to find new ways to conduct fraudulent activities. In the future we encourage you not to grant them access to your computer and if the scammers request funds from you, not to send any money or provide your credit card in response to any of these scams. If you have already provided your credit card or sent money, you will need to contact your local law enforcement for assistance with any recovery. Here are some resources you may find helpful in protecting yourself from such fraudulent actions in the future: * http://blogs.msdn.com/b/securitytipstalk/archive/2010/03/09/don-t-fall-for-phony-phone-tech-support.aspx * http://www.microsoft.com/security/default.aspx * http://www.microsoft.com/security/online-privacy/avoid-phone-scams.aspx How to Contact Microsoft Support: Direct assistance from a Microsoft Support Professional is available through both no-charge and fee-based services Telephone technical support hours of operation and support policies vary depending on your geographical region. In the US, phone support is available Monday - Friday from 5 a.m. - 9 p.m. (PST) and Saturday and Sunday from 6 a.m. - 3 p.m. (PST). For further information visit http://support.microsoft.com or call *************** (X-XXX-XXX-XXXX). I sent a follow up email on September 16, 18, and the 23, but have not heard back from you. I set expectation to archive this case on Wednesday, September 25 if I do not receive a reply by this date. Please reply to my email if there is anything I can do to assist. I look forward to hearing from you. Thank you very much. Sincerely, ***** Senior Advocacy Specialist Microsoft Corporation

1/24/2014 Problems with Product/Service
1/24/2014 Problems with Product/Service
1/24/2014 Problems with Product/Service
1/24/2014 Problems with Product/Service
1/24/2014 Problems with Product/Service
1/23/2014 Problems with Product/Service
1/22/2014 Advertising/Sales Issues
1/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Microsoft advertised a product for $199 showing the full tablet and keyboard. i went to buy this and the lady said the keyboard is seperate. If you advertised the tablet and the keyboard together, we should get what you advertised.

Desired Settlement: A bundled price with Surface Rt w/keyboard

Business Response: Initial Business Response /* (1000, 5, 2013/12/03) */ Dear Customer, We received your complaint to the Better Business Bureau. I understand from your letter that you are dissatisfied with the advertisement Microsoft published for the Surface RT, as you feel the advertisement was misleading. Specifically, the price posted was on the advertisement was for $199.00 and the image displayed showed the surface and a keyboard. The Microsoft store representative you spoke with was correct. The $199.00 cost was for the Surface Tablet, and does not include the keyboard. The fine print on this deal did clarify this and I apologize for the frustration this has caused you. Rest assured your feedback has been noted. Thank you, ******* Final Consumer Response /* (3000, 7, 2013/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Microsoft ad clearly shows a Surface RT with keyboard as shown below and the ad reads verbatim as follows: Surface RT 32GB valid November 28th, until December 2nd, 2013. Offer only valid on Surface RT limit one per customer. System software uses significant storage space, your storage capacity will be less. See surface.com/storage. 1GB=1billion bytes. I have scanned a copy of the ad for your review but have no way of getting into word. You can call me or send me an e-mail address where I can send the ad to for your review. My number is X-XXX-XXX-XXXX. Thank You.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new computer 3 weeks ago. I was immediately prompted upon powering the computer on for the first time to download Windows 8.1, I did so and since then have had nothing but problems. My computer continuously freezes and I receive error messages stating that Windows is not responding, as well as any and all other applications open at the time. I'm aware of glitches and therefore tried to wait for the issue to be resolved but it became more and more frequent with the issue lasting longer each time. I began call Microsoft for help today, 11/30/2013 at 3:30 pm and have yet to at 8:50 receive any actual help. I have talked to several representatives as well as supervisors and have had to call back several times. I was initially chatting with an individual that was not very helpful, upon asking to speak to her supervisor I was rerouted to an automated system in French, and the call was then disconnected. I have called several times and spoken with several people all in varying degrees of helpfulness. I explained my issue to yet another rep and was transferred to a person (I'm not sure if he was a supervisor, I believe his name was *** or ***** who asked me what I wanted. He told me that he had no clue why I was calling and that he couldn't help me. I explained my issue and that the previous rep had me disable everything so I needed to know whether or not to enable everything again. He kept saying that he didn't know because he didn't have me do it. Eventually he had me run a scan on the computer, the results were as follows: " Windows Resource Protection found corrupt files but was unable to fix some of them. Details are included in the CBS.Log windir\logs\CBS\CBS.log." I read him what it said and asked what that meant, his only response each time I asked the question was, "no". I explained that there must be some sort of issue and he stated that it didn't actually say that. It did in fact say that and I have a screenshot proving that is exactly what the scan produced. Since he hung up on me I have called no less than another 4 times I am being transferred, hung up on, and talked down to. The main response I receive upon explaining my problem is "um". I simply want to know what needs to be done in order to use a computer that I just recently purchased.

Desired Settlement: I would like to contacted by someone that can at least feign concern for my issues. I would like to have the issue either resolved, or the computer replaced as soon as possible. The errors that continue to occur are preventing from utilizing my computer for even a fraction of the time that I need to be able to do so. I would also like a formal complaint to be made regarding the level of service that I have been receiving.

Business Response: Initial Business Response /* (1000, 5, 2013/12/11) */ On 12/10/2013, Microsoft Support was able to connect with the customer to initiate a conference with ******* regarding the customer's ******* Satellite L55T computer of which the customer would like to roll back to Windows 8. ******* informed the customer and Microsoft Support that the machine does not have a recovery partition to enable the roll back to Windows 8, but the recovery media could be purchased for $40.00. The customer denied this option. Microsoft Support is going to work further with customer to see if there are any alternatives to address the issue. Microsoft will update the Better Business Bureau case again upon resolution of this matter. Final Consumer Response /* (4200, 12, 2014/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have decided from this point on to attempt to work with ******* to resolve the issue. While I do acknowledge that Microsoft provided support for an extended time, the support was not up to par. Speaking with rude support providers and being told that my schedule was my responsibility. Being made to cancel an appointment made months in advance because that was the only day the support team was willing to help me. After so much time without resolving the issue and spending hours on the phone daily I cannot continue. Had the representative been kind and somewhat understanding it would have made the situation go over much more smoothly. In the end I realize that my case was not cut and dry but for the "highest level of support" from microsoft to be so flippant is just ridiculous. Final Business Response /* (4000, 14, 2014/01/03) */ Microsoft Support was able to connect with the customer on 1/2/14. The customer informed Microsoft Support that she will be contacting ******* Technical Support and does not need additional assistance from Microsoft. The customer's computer is fairly new and the recommendation to engage ******* Support was provided at the onset of Microsoft support Engagement of this matter. During this case, Microsoft Support assisted the customer with engaging ******* Support and they stated a ******* Recovery Disc would resolve the issue. The Recovery Disc cost is $40. The customer declined to pay for this cost. Microsoft Support offered to reimburse the customer as a goodwill gesture, but the customer declined the offer and the disc was not purchased. Additionally, Microsoft Support has provided the customer with a free copy of Windows 8.1 in an attempt to resolve the issue, alternatively to the recovery disc. Microsoft considers this case closed and will proceed with archiving this case.

1/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 6/29/2013 I tried to use a free trial of Office 365 on my computer, it wouldn't download because I have an old computer with an old operating system. I emailed the company and canceled my subscription on 6/30/2013. I didn't hear from them until 8/1/13 when they charged me. I contacted them again to cancel the subscription. They have been charging my paypal account every month when I canceled the service and never used it. I informed this, several times. I am fed up of them charging me for something I DID NOT and CAN NOT use! I want my money back.

Desired Settlement: I want ALL of the charges every month from August to now refunded.

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ December 13, 2013 RE: ***** ******* BBB Case # XXXXXXXX Dear *** *******, Microsoft received the complaint that you filed with the Better Business Bureau on Thursday, December 5th regarding your Office 365 refund request. According to the description of your complaint, this product does not work with your operating system. ***** and *** from our Billing escalations team have requested a screenshot of your computer that shows your Windows operating system as a first step to review you refund request. Please follow up with them when you have a moment to provide this information. I will go ahead and check back in with you on Tuesday, December 17th if I do not hear back from you before then. Sincerely, Ramie Advocacy Manager Customer and Field Advocacy Final Consumer Response /* (3000, 7, 2013/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided the screen shot like a week ago. I will have to send it again I guess. This is redic. They had 3 different people asking me for the same thing, how many times do I have to send it. Complaint Response Date bumped because: Holiday - BBB Closed Final Business Response /* (4000, 10, 2014/01/03) */ Hello BBB, Our Office 365 consumer support team has informed me that they provided a refund of $53.70 to *****. She confirmed this morning that she has received this refund. This should resolve all open aspects of this BBB case, and I will be closing it down in our system. Thanks, **** ******@microsoft.com

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have 2 Microsoft hotmail accounts. One of them was obviously hacked by someone and it has shut me out. I have been working with Microsoft for 3-4 trying to regain access and I am getting nowhere. I go 4-5 days without hearing anything and when I do it is no help or asking questions that have already been asked. I have provided more than enough information to prove that I am the account owner, but feel that they are not taking me seriously. I need into my account for work purposes and I am very disappointed that they do not provide better customer care when matters like this happen.

Desired Settlement: I would like them to send me a new password so that I am able to access my account.

Business Response: Initial Business Response /* (1000, 7, 2013/12/27) */ December 27, 2013 ****** ********** BBB Case # XXXXXXXX Dear *** **********, Microsoft received your complaint from the Better Business Bureau regarding the issue you had with trying to access your blocked Hotmail account. Your case was escalated to our Hotmail team, where our engineer, ******* worked with you December 20th and December 26th. Although you tried various methods to validate your identity, you were unable to do so. As a result, per security policy, we are unable to continue to help you gain access to this account, to prevent potential "phishing" or social engineering attempts. If you create a new account at https://signup.live.com, we recommend enabling Two-step verification as a security measure to help better protect your account. More information and instructions for enabling Two-step verification are found at the following link: http://windows.microsoft.com/en-us/windows/two-step-verification-faq. I will proceed with closing your case at this time, as we are unable to assist you further. Sincerely, ****** Microsoft Customer Advocacy Manager, United States

1/21/2014 Problems with Product/Service
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1/21/2014 Advertising/Sales Issues
1/21/2014 Problems with Product/Service
1/16/2014 Advertising/Sales Issues
1/16/2014 Problems with Product/Service
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1/14/2014 Problems with Product/Service
1/14/2014 Problems with Product/Service
1/14/2014 Problems with Product/Service
1/14/2014 Billing/Collection Issues
1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, Since the later portion of last year I have been having serious problems with Microsoft Tech Support. l started having problems on my computer with XP Professional Windows. I called Microsoft Tech Support and told them about the issue. They told me that my XP was out dated and I should buy a newer computer such as Windows 7 or Windows 8. I told them that I could not afford to buy a new computer because I am disabled and living on a limited budget. One of the tech support people told me that they could fix the problem if I paid them $99.00. I told them that I could not pay that amount and that ended the conversation. A few days later My computer started getting download up dates from Microsoft which started fouling up my system and even killed my McAfee Anti Virus protection program. In or about the middle of January 2013 my computer totally crashed. I contacted Microsoft Tech Support and they told me the same thing. Your XP is outdated. If you pay us $99,00 we can fix the issue. I took my computer back to the store where I bought it from and they re-formatted it and brought it back to normal. That cost me $79.00. Now here in Apri1 2013, Microsoft is doing the same thing again. They have without notice removed my Internet Explorer 8 and replaced it with an older and lesser IE 6.0. There are no new updates to protect your computer for this IE. They have also removed my Service Package 3 or SP3 and replaced it with a lesser SP 2.0. This makes my computer very vulnerable to virus and Malicious attacks even when I am not on the Internet. I question their authority to be able to remove up to date software such as above and replace it with lesser and more vulnerable software and then asking for 99.00 to fix the problem. I am also sending this information to the Federal communications Commission and asking them to look into this matter. Microsoft could crash my system again just like they did in January. I know this because the same things are happening all over again. Can you also please look into this matter. Sincerely * ******* ****** ****Supporting documents redacted by BBB****

Business Response: Business' Initial Response /* (1000, 10, 2013/04/30) */ April 30, 2013 BBB case XXXXXXXX Dear Mr. ******, This is ****** with Microsoft. I received your complaint filed with the Better Business Bureau regarding an issue you were experiencing with Windows XP. I understand from the report filed that your computer operates on Windows XP and your system was recently downgraded from SP3 and IE 8 to SP 2 and IE6, and as a result you could not use the machine. On April 30, 2013 ****** reached out to you and was able to resolve your issue by uninstalling and reinstalling Nero 7 Essentials, and confirmed that ******* Pack 3 for Windows XP and Internet Explorer 8 were already installed on your computer. Per the case notes, you agreed to have the engineer archive your case. At this time it appears that all your concerns have been addressed an issues resolved. Thank you for the opportunity to help make things right for you. We hope you will continue to be a valued Microsoft ********. Sincerely, ****** S. Senior Advocacy Specialist GetHelp ******** and Partner Advocacy Consumer's Final Response /* (-5, 12, 2013/05/01) */ ******* ****** 5/1/XXXX X:XXPM Complaint Department, Yesterday Mr. ******* from Microsoft Tech Support worked on my computer system on line and re-assembled the IE8 "Internet Explorer 8," and the SP3 "******* Pack 3." He also helped me fix the Windows Media Player that no longer worked properly. My system now apears to be working properly as it did when I brought it home from the computer store. It is unfortunate that I had to file a complaint with the BBB and the FCC before Microsoft would correct the damage that they themselves did to my system and then ask for $99.00 to correct the problems. I sincerely hope that this matter will come to the attention of Microsoft Corporation and they won't let it happen again to not only myself but also to others who may have also experienced this isue. Thank you very much for your assistance in this matter. I hope that I will not have to contact you agsin in the near future telling you that it happened all over again. If you need any more information, please contact me either by email, home address or by phone. I will be happy to assist. Consumer Response /* (3000, 18, 2013/07/19) */ ***Please See Attached Documents Online*** Consumer Response /* (-5, 19, 2013/07/19) */ **Please See Attached Docs Online*** Business Response /* (4000, 21, 2013/07/25) */ July 25, 2013 Richard Paulis BBB Case: 22388275 Dear Mr. Paulis, This is Meghan with the Customer and Partner Advocacy Team at Microsoft. We received more information regarding the case you filed with the Better Business Bureau. On 7/24 you received a call from Arshad K., a Microsoft Support Engineer, who worked with you to resolve your issues. I received an email from you confirming your issues are resolved, thank you for the follow up. At this time we will proceed with closing your case, as your technical issues are resolved and you have no further questions. We hope you will continue to be a valued Microsoft customer. Sincerely, Meghan S. Senior Advocacy Specialist Microsoft Corporation Consumer Response /* (3000, 27, 2013/08/09) */ I don't know what is going on with Microsoft Corporation but just when it looks like they may have corrected the on going problems and you tell them that it looks OK, they turn right back around and hand you another problem When you try to let them know that there is a problem they seem to ignore it and not even respond to your e-mail. Here are two problems still at hand: 1. Microsoft Service Feedback is an email that you can not even respond to. Photocopy included. 2. Arshad Khan a Microsoft Tech that worked on my computer insured me that the problems were resolved and gave me an email address to get in touch with him if anything else may occur. Upon encountering this new so called Feedback email from Microsoft I tried to email Mr.Khan at the email address that he gave me v-2arshk@microsoft.com" and the Post Master emailed me back and stating that there was no such address. So I tried emailing Mr. Khan again at "Arshad Khan (Convergys). This email seemed to go through but I have gotten no response from Mr. Khan. 3. The iast time i spoke to ivir. Khan, i aiso asked him about the Microsoft Security Essentials program that I have in my system which is supposed to protect your system from Internet Malware and Virus attacks. Mr. Khan told me that Microsoft no longer handles this program and that it has been given to another Company that now handles all the updates and protection. I asked Mr. Khan who this company is and he never answered my question. On or around 7/25/2013 Iventured out on the web and when I was finished and exited the web my system was attacked with 60 PoP-Ups by some unknown website. Since I also have MalwareBytes Anti-Malware virus protection the 60 PoP-Ups were stopped and deleted from my system. What I would like to know is why Microsoft Security Essentials didn't catch it. I would really like some answers from Microsoft Corporation, but they don't seem to want to answer my emails. So I have no choice but to send you this follow up and let you know that not it has yet been resolved. it's my computer that is at risk here, and I think that I deserve the right to use it without constantly worrying about Microsoft sending me email or updates that don't even work or Microsoft Security Essentials that don't even stop Pop-Ups or other Malware that can harm my system. And if there really is another company handling Microsoft Security Essentials, why can't they tell me the name of the company in case I need to contact them and tell them what has gotten through their protection program? Which has in fact already gotten through undetected by their security essentials. Since I cannot get through to them by emailing them, can your office plea$e try to contact them for me and let them know about these problems now at hand? I sincerely appreciate your help with these matters and hope that someday soon Microsoft can do a little more for all those that buy and use their computer systems, and even the XP system that most people choose to continue using. Business Response /* (4000, 29, 2013/08/15) */ August 15, 2013 Richard Paulis BBB Case: 22388275 Dear Mr. Paulis, This is Meghan with the Customer and Partner Advocacy Team at Microsoft. We received more information regarding the case you filed with the Better Business Bureau. On 8/9 you reported experiencing technical issues again and responded to the BBB and requested follow up. On 8/12 you were contacted by our Support Engineer who was able to confirm resolution of your technical issues. On 8/15 you requested that your case remain open for observation. Microsoft has agreed to keep your case open until 8/23, barring any new technical issues. If no new issues have arisen by this time, we will proceed with archiving your case as resolved. Please reach out to the Support Engineer directly if you encounter any technical issues over the next week. Thank you, Meghan S. Senior Advocacy Specialist Microsoft Corporation Business Response /* (1010, 32, 2013/08/27) */ August 23, 2013 Richard Paulis BBB Case: 22388275 Dear Mr. Paulis, This is Meghan with the Customer and Partner Advocacy Team at Microsoft. Our engineers were able to resolve your technical issues and you requested that your case be kept open for observation until 8/23. Microsoft has agreed to keep your case open until 8/23, barring any new technical issues. No new issues have arisen, and you have given permission to close this case. Please reach out to our engineers directly if your issues occur again. Thank you, Meghan S. Senior Advocacy Specialist Microsoft Corporation Consumer Response /* (3000, 39, 2013/12/06) */ Documents attached Consumer Response /* (-5, 42, 2014/01/08) */ Document attached

1/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: the microsoftstore website had advertised a 299.99 dell venue pro 8 tablet on sale for 99.99 going on sale at 7am pst. At about 6:59 there website began to crash, it wasn't until about 7:10 that i was able to view there website which still reflected the 299.99 price shortly after it showed a 199.99 price with no option to purchase and finally around 7:20 the website showed an option to purchase at 199.99. I contacted there customer service line twice in hopes of resolving the issue, but unfortunately they kept saying that the offer was over and would not give me an explanation as to why it was 20 minutes in to the sale when there website finally presented the option to buy the tablet. I feel that I was excluded from there offer because of there failure to anticipate traffic to there website, a company as large as microsoft has the resources to make sure there website doesn't crash but choose not to use them in this situation and I would like some kind of acknowledgement of their failure and hopefully the option to buy the tablet or a comparable one for that price, I have spent almost 2 hours on the phone and website trying to resolve the situation and the first time I spoke to the call center I was able to speak to a manger though given the robotic responses I think he was reading from a script, and the second time the person I spoke to was unable to connect me to a manager and said they would call me back, though as of now they have not called. Also when I spoke to a manager the first time he said he had no supervisor and reported directly to Microsoft with out giving me the name of a person I could speak to all the while insisting that his company was Microsoft, at this point I feel like this is probably the best way to deal with this issue.

Desired Settlement: I would like to purchase the Dell Venue 8 pro 32 GB tablet or a comparable model for 99.99 or even the Dell Venue 8 Pro 64 GB at $149.00 (the same discount they were offering on the 32 GB model of $200 off)

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ December 20, 2013 **** ******** BBB Case #XXXXXXXX Dear *** ********, Microsoft received your complaint from the Better Business Bureau regarding the issue you had when trying to purchase the Dell Venue 8 on the Microsoft Store website for the advertised price of $99.99. Your case was escalated to ****** a Senior Support Engineer on December 11th and he left a voicemail with his contact information. On December 12th, ***** spoke to you briefly, but was unable to resolve the issue. A call was scheduled for the following day, but he was unable to reach you. You were sent an email with additional information on December 17th, informing you that the case would be closed on December 20th if no contact was made prior to that time. Please be advised that we have made several attempts to contact you but are unable to resolve the issue without your input. As a result, I am archiving your case today. Sincerely, ****** Advoacy Manager Microsoft Customer and Field Advocacy

1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was browsing the refurbished Surface page looking for a Windows tablet. A little below the price of the refurbished tablet it stated, "Students, faculty, and staff members save 10%. Verify your eligibility now." But, that takes you to a different set of products at higher price points. It does not say, "Here are some other great deals if you are a student or educator." It seems like it should not be on the page of refurbished products that item itself is not eligible. When I asked a chat agent, she could not explain why it was set up like that. It was quite frustrating talking to someone who kept saying, "Just click the link, the refurbished tablets aren't on their." I understand that. I was asking why it was on the refurbished page if it was not eligible for the product page it is posted on. I have that chat saved.

Desired Settlement: Maybe what it seems like it is advertising. I was one of the unfortunate few that stood in line to get a 200$ tablet at Best Buy and missed out. When I saw that a used Surface go for 225$ for students, I was excited. Not sure why you wouldn't discount refurbs further, especially after the same ones came new for less than that a month ago.

1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I bought a surface rt on the website on black friday (11/29/13) and after putting in my credit card information it said that microsoft was having technical difficulties and to call them at the provided number. I spoke to ***** and he said that he had one in the warehouse and would call me back. My case # is XXXXXXXXX) I never received and call back. I was sent a feedback email where I explained my dilemma ****** had asked me not to attempt to buy on line that day as the website was overwhelmed). Microsoft attempted to call me after they received the feedback. I called Microsoft support and was told by ********* (id# XXXXXXX) that while it was their fault and they had the Surface RT 32 gb in stock, they would now charge me 349.00. I asked to speak to her supervisor ********** id#XXXXXXX)who also looked at the documentation of my original call and said not only would she charge me 349.00 but that I could not talk to anybody else. ********* kept saying that she didn't have it documented that I was promised a call back but I was not sent a copy of the original documentation to verify that it was as compliant with what we spoke about. I asked to be refereed to someone else but ********* said that she was the only one I could ever talk to and that she would not help me. I could have bought the surface at Best Buy or somewhere else but I took their customer service at their word and now have no ability to get the surface rt at 199.99.

Desired Settlement: I would like the Surface RT 32gb at the promised price of 199.99. That is all I ask.

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ December 23, 2013 Better Business Bureau Case: XXXXXXXX Dear *****, My name is ****, and I am with the Customer and Field Advocacy Team at Microsoft. Our office received correspondence from the Better Business Bureau detailing your recent Microsoft Store experience. I understand you attempted to purchase a Surface RT on Black Friday, but were unable to complete your purchase because of a site error. You are now looking to purchase the Surface RT at the Black Friday price of $199. Thank you for taking the time to detail your feedback, I regret this has been a frustrating experience. We appreciate your enthusiasm for our products, but unfortunately are unable to match sale prices and promotional offers after the sale has concluded. Microsoft Store offers product specific deals for our customers during various holiday and release promotions. These deals are available for a pre-established length of time and are also based on merchandise availability. All applicable sales and promotion information is available on the Microsoft Store Site at http://www.microsoftstore.com. Thank you, **** ** Advocacy Manager Microsoft Corporation

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Microsoft Online Store was advertising an online deal for a Dell Venue Pro 8 32G tablet at a price of $99 starting from 7:00AM 12/9/2013 Monday PST. However, I have been observing a price at $199 even starting at 6:59AM. i.e. never seen a price for this product offered at $99. And even at $199, I wasn't able to checkout as the website kept on giving out errors. It looks more like a marketing scam. Cannot believe it happened with Microsoft.

Desired Settlement: Buy the product at the advertised price $99.

1/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On July 14, 2013, I purchased a Surface RT from the Microsoft store at Dadeland Mall, in Miami, Florida. The e-mail receipt says the order number was XXXXXXXXXX. The salesperson told me it has a full version of Microsoft Office but, after buying it, I learned it did not have Outlook and because I couldn't handle my e-mail and calendar I returned the Surface RT the same day. Now, 9 days later, I check my credit card statement and I find an unauthorized charge from Microsoft for $461.27 - the same amount of the Surface RT purchase. No one from Microsoft contacted me about this before placing this unauthorized charge on my credit card, and I contacted the Microsoft store but I could not reach a person - just the automated service.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like an explanation for this charge and, if unintentionally charged, an explanation and a refund. If intentionally charged I would like an explanation as to why Microsoft charged the card without my authorization or even contacting me first - a violation of the law - and why no one from Microsoft even contacted me afterwards to explain what happened. In any event, I have spend hours trying to sort this out and I deserve to be refunded and/or compensated for what amounts to either Microso

Business Response: Initial Business Response /* (1000, 10, 2013/11/27) */ November 27, 2013 ****** ******* *** ******** ********* *** *** **** Miami, FL 33131-2161 RE: BBB Case # XXXXXXXX Hi *** *******, Your complaint filed with the Better Business Bureau, regarding your recent experience with purchasing the Surface RT in July 2013 forwarded to Microsoft and assigned to me on Monday, November 18. Per the Better Business Bureau process, I am submitting another response through the web site to provide an update by the November 28 deadline. I immediately engaged our Microsoft Store escalation team on this request and I understand that you spoke with ******* Per your conversation with ****** on Tuesday, November 19 you explained further to ****** that you were charged twice for the Surface RT and refunded twice. ****** tried to locate your information in our system, but was unable to locate using your name, email address, and phone number provided. I emailed you on November 20, November 25, and November 27 to receive additional information including a copy of your receipt and bank statement so we can further research this issue for you. Please "reply all" to the email I sent so that ****** and his Microsoft Store escalation team can research why you were charged twice and refunded twice. I set expectations in the email I sent I sent today, November 27, to close this case on Wednesday, December 4 if I have not heard back, as I will assume that no further assistance is required on this case. I will provide another update to the Better Business Bureau once I have closed this case. Thank you very much. Sincerely, ***** Advocacy Manager Microsoft Corporation Final Consumer Response /* (3000, 12, 2013/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Consistent with the email sent to me, *****'s response is not a resolution but rather a promise that she will provide one in the future once she evaluates the information I sent her today. For this reason I am updating the BBB that I do not accept today's update as a resolution. Final Business Response /* (4000, 14, 2013/12/20) */ December 20, 2013 ****** ******* *** ******** ********* *** *** **** Miami, FL 33131-2161 RE: BBB Case # XXXXXXXX Hi *** *******, Your complaint filed with the Better Business Bureau, regarding your recent experience with purchasing the Surface RT in July 2013 forwarded to Microsoft and assigned to me on Monday, November 18. I am providing an update to this case by the December 20 deadline. We sincerely apologize for the inconvenience that you experienced when you returned your Surface RT to the Microsoft Store at Dadeland Mall, which resulted in a duplicate billing/crediting to your credit card. We investigated what caused the issue and have determined that there was a system error that duplicated some transactions (sales and refunds) with our back-end credit card processing service. This issue was corrected as soon as it was flagged in our system and you were fully refunded for the duplicate charges on the same day. The duplicate processing did not occur at the store level and your personal and credit card information were never compromised. At the Microsoft Stores, providing our customers with an amazing experience is our number one priority. Because we did not succeed in providing you with that amazing experience, as a gesture of goodwill, we would like to offer you a Microsoft Store gift card to compensate you for your inconvenience. I have confirmed that the gift card was delivered this morning, Friday, December 21. Per set expectations, I will now archive this case. This concludes my report Thank you very much. Sincerely, ***** Advocacy Manager Microsoft Corporation

1/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I had a Hotmail account for about 15 years. In August 2013, Microsoft decided that I'm not really me & locked my account. I filled out two questionnaires in an attempt to prove that I'm really me. Unfortunately I memorized neither the email addresses of my correspondents nor the subject line of their emails. Microsoft requires both. I certainly know my father's name but don't remember whether I used his full name or only 1st name for my secret question. Although Hotmail is free, Microsoft also wanted a credit card number. I have no idea what credit card I was using 15 years ago. In addition to the questionnaires, I wrote Microsoft a letter & filled out two customer surveys. Nothing works. Microsoft doesn't provide an 800 number (or any other number) for distressed former customers.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to get my email address list from Hotmail. I have a new email account at Gmail. But since I didn't memorize the email addresses of my correspondents, I have no way to contact them in order to give them my new email address.Thank you.

Business Response: Initial Business Response /* (1000, 8, 2013/12/05) */ December 5, 2013 ***** **** *** ***** **** ***** *** **** Universal City, TX 78148 RE: Better Business Bureau Case: XXXXXXXX Dear ***** ****, Microsoft sincerely appreciates the opportunity you have given us to address the concerns you submitted to the Better Business Bureau under Case XXXXXXXX. We understand that you are unable to access your Hotmail account despite multiple password recovery attempts. Upon receipt of your Better Business Bureau Case, Microsoft launched an investigation into this incident. The Hotmail Account Support Team and I have been working with you to try to restore access to your account. However, we have not heard back from you regarding the additional information we requested as of November 18. We have sent multiple emails attempting to follow-up on this request, but have not received any correspondence from you since November 16. Unfortunately, we are unable to assist in resolving this issue without the additional information requested and your cooperation. Therefore, we are forced to close this case at this time. Should you wish to continue work on this issue at a future date, please update the Better Business Bureau case with the following information: 1. What is the most recent Secret Question and Secret Answer that you recall for this account? 2. If you are at one of these libraries where you accessed the account in the past, please provide the public IP address that is displayed when you go to http://whatismyipaddress.com/ . The IP address will be the number displayed on the page directly under ''Your IP address Is:''. Please be sure to provide the exact IP address that it shows. * If you are not at one of the libraries where you accessed the account, you will probably need to go to one of these libraries first to get the IP address. If you can go to each of these libraries to get the IP address for each as described above, this will help increase the chances of passing validation. As there is no additional action we can pursue regarding this case at this time, Microsoft considers this matter closed. Best Regards, **** ******* Senior Advocacy Specialist Microsoft Corporation * ********* *** - ******* Redmond, WA 98052 Final Consumer Response /* (2000, 19, 2014/01/13) */ Microsoft unlocked my Hotmail account. I am satisfied with the result. Thank you for your help.

1/13/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/13/2014 Advertising/Sales Issues
1/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I had a working Microsoft Surface until I got home on Friday, November 1st. I turned it on as I always had and I couldn't connect t to the internet. I tried to troubleshoot it for a half hour but since it wouldn't connect, I call the customer service number that was being provided to me on the device's screen. I called and I spoke to a representative that helped me to troubleshoot the device's connection. We tried everything from cleaning cookies, to refreshing the entire device. He pointed out that it could have been a connectivity issue so we re-started the house's modem and router. It felt weird to me that my stepdad owns a Surface as well and his Surface was working at the time of the phone call. Also, my husband was using his I Pad at that same time as well. We tried all of the already mentioned options and nothing worked. The representative told me that we were going to try to refresh the entire device. I was in the middle of an hour phone call when the representative told me he would call me in about 40 minutes when the device was done being refreshed. He called back and the device had been refreshed but still not connecting. The representative was getting done for the day. The last resource was to try to completely restart my Surface to factory settings. He advised me to save all of my pictures to a zip drive because this process would wipe out my entire's device memory. Being that he had to leave, he said he call me the day after to check with me if that solution had fixed the problem. He called next day (Saturday, November 2nd) and I told him that the device was still not working properly. He asked me to go to an establishment where wifi was available and try to connect to the Internet. He told me that if that option didn't work, then he would send me a replacement. I went to ********* and tried to connect my device. The same problem occurred. So I waited until the representative called me back and told him that option didn't work as well. He sent me a return confirmation through my email and instructed me to pack my device only but to send the box with it since the Surface is an expensive investment .He told me it would have been 5 to 7 business days until I got a new Surface. I followed all of the instructions that were being given to me, went to FedEx and paid for the appropriate packing of my device. I waited and waited. Throughout the weeks that I waited I also noticed that Surface Customer Service kept on sending me emails with a return confirmation. I just thought that was a system generated email and didn't think that was an actual problem. November 18th, I called the support team and inquired about the long wait. I was told that many mistakes were made by their support team and that each and every time an email was issued (total of 3 times), it was because mistakes were being made by someone. Each and every time there was a problem; they would cancel the initial order and create a new one. Two days after my phone conversation I received an email confirmation attesting that my item was being reviewed and would be shipped in two days. I received my shipment on Friday the 22nd, opened the ***** box to find a bubble wrapped Surface that looked far from new. I found dirt stuck to it. They never returned the box that I sent to them to "protect my investment". I paid over $300 for my Surface and I don't even have a box now. I started the device and went through the initial process to find out that my Surface does not function properly. I am able to connect to the internet through the E option but none of the apps work. I cannot connect to the Store, email or anything else. I tried troubleshooting it as I was thought by the representative the first time around but nothing works. This is causing a lot of stress for me being that I have work and school work to get finished. I am not rich and when I bought my Surface I had saved my money for a few months.

Desired Settlement: I want Microsoft to replace my Surface with a new model in a box as I deserve. I don't want to go through all the phone calls, I spent hours in the past month trying to resolve a problem that doesn't pertain to me to resolve. I cannot sit and spend my entire days and nights on the phone with the support team trying to figure out what the problem seems to be. I have all of emails saved in case anyone wants to see those. Thank you.

Business Response: Initial Business Response /* (1000, 9, 2014/01/09) */ DATE: 1/9/2014 RE: Your complaint to the Better Business Bureau Case Number: XXXXXXXXXX Dear ******* ***** This letter is in response to the email you had addressed to Microsoft Corporation through the Better Business Bureau of Alaska, Oregon and Western Washington regarding concerns you described with Surface. As originally stated, your Surface tablet order delays, and customer service issues were causing a frustrating experience, and needed to be addressed immediately. We have since confirmed that you have received a replacement device, and a substitute retail box. We apologize for any inconvenience you may have experienced and we hope you will continue to be a valued customer. Microsoft now considers this issue closed and will take no further action on the matter. For any support needs in the future, please contact 1-800-Microsoft, or visit our support website, www.surface.com/support. Sincerely, Customer Advocacy & Exceptions Management Team Microsoft Corporation cc: Better Business Bureau of Alaska, Oregon and Western Washington Final Consumer Response /* (2000, 11, 2014/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) ******* handled the case and he personally made sure throughout the process that I was satisfied. I have my replacement and it works just fine. Thank you for your help.

1/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a copy of Microsoft Office for Mac Academic 2011 and received product key ****************************** My hard drive failed and I am now trying to re-install the software onto my computer. I am receiving an error message stating that the product key has already been used. I need a new code from Microsoft in order to be able to use the software. I have called Microsoft five times over the last three days, and after being put on hold for over 7 hours total, I keep being told that the server is down so a new code cannot be issued. I am instructed each time to call back in 2 hours. I rely on this software for my work and it is unacceptable that I cannot use the software that I paid for.

Desired Settlement: I would like to be able to use the software that I paid for immediately. Either provide me the code or a new product key. The Microsoft phone customer service experience is the worst I have ever encountered, and I do not want to keep calling every two hours just to access an item that I paid for.

Business Response: Initial Business Response /* (1000, 5, 2013/12/18) */ December 18, 2013 ****** **** *** ******** *** *** ** San Francisco, CA 94118 RE: Better Business Bureau Case: XXXXXXXX Dear *** ****, Microsoft sincerely appreciates the opportunity you have given us to address the concerns you submitted to the Better Business Bureau under Case XXXXXXXX. We understand that you have experienced difficulty reinstalling your Office for Mac Academic 2011 software. Upon receipt of your Better Business Bureau Case, Microsoft launched an investigation into this incident. ***** ******* with the Microsoft Office Escalation Team was able to reach you directly and work with you to successfully resolve the issues you were experiencing. As noted in our email correspondence with you, we understand that no additional assistance is needed at this time. Microsoft considers this matter closed. It has been our pleasure working with you to address your concerns. Best Regards, **** ******* Senior Advocacy Specialist Microsoft Corporation * ********* *** - ******* Redmond, WA 98052

1/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On November 26th I purchased software from the Microsoft website. I recently purchased a new computer and downloaded the incorrect software. I called the company instantly. They told me they would refund me over the phone (made me swear to never use the product, forward it, etc.) I checked back each day from then to see when the refund would process. As of today, December 3rd, 2013 it has not processed. When I called the customer service center about my issue they had me on hold for over 30 minutes and never came back to the line. Every time I call I get a customer service rep who does not speak English well. I have contacted Microsoft 4 separate times over the past week. No one seems to know how to help or rectify the issue. I simply want a refund for a product I cannot download or use on my computer.

Desired Settlement: I would like to be refunded my the amount I paid for the product: $10.97

Business Response: Initial Business Response /* (1000, 7, 2013/12/18) */ December 18, 2013 BBB Case: XXXXXXXX Hello *** *********, My name is ****** and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received a request on your behalf regarding the report you filed with the Better Business Bureau. If I understand correctly, you recently purchased a product through the Microsoft store, and subsequently discovered that the software was incorrect. You called the Microsoft Support line to obtain a refund, and while you reached a live person and were told you would receive a refund, you have not seen a credit on your account. Your request is for a refund in the amount of $10.57. I received a response from the Escalations Team regarding your request. Per the team, if your copy of software was purchased through the Home Use Program, refunds or exceptions are not offered due to the low purchase price associated with the software. Please review the HUP FAQ site at: http://www.microsofthup.com/hupus/faq.aspx?culture=en-US for more information. If you would like the Escalations Team to look into your request further in an effort to resolve any technical issues you are experiencing with the software, please reply to this request to confirm the HUP code you entered when purchasing this software, and include the specifics of the issues you are facing. Thank you, ******* Advocacy Manager Customer and Field Advocacy

1/10/2014 Delivery Issues
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1/10/2014 Problems with Product/Service
1/10/2014 Billing/Collection Issues
1/10/2014 Problems with Product/Service
1/10/2014 Delivery Issues
1/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This morning's doorbuster sale was a complete bait and switch. Microsoft advertised a doorbuster sale of $99 on a Dell Venue 8 Pro tablet. I was on the website as of 9:30 AM EST. (Sale was to being at 7 AM PST, 10 AM EST) sitting on the Dell Venue Pro 8 product screen. As of 9:45 AM EST, the website began to see heavy traffic and the site crashed. I immediately called phone sales to order, was on hold till exactly 10 AM EST, 7 AM PST when the customer service representative came on the line, told her the item I wanted to order and as she was placing the order, her computer crashed and couldn't complete the sale. She said sorry, the $99 tablets (bait) are gone but I can sell it to you for $199 (switch). I said how can that be that the $99 tablets are gone, the Microsoft Online Store is crashed and were on the phone at exactly 10 AM EST, 7 AM PST. She apologized and told me she understood how frustrating it can be at the holidays. I again voiced my disbelief and she again said she was sorry and offered my the tablet again at the bait and switch price of $99. Very disappointed at Microsoft today.

Desired Settlement: I would like the opportunity to purchase the Dell Venue 8 Pro at the advertised price of $99. I firmly believe this was bait and switch and would like the chance to purchase the tablet for $99.

Business Response: Initial Business Response /* (1000, 12, 2013/12/19) */ December 19, 2013 RE: ***** ***** BBB Case # XXXXXXXX Dear *** *****, Microsoft received the complaint that you filed with the Better Business Bureau on Wednesday, December 11th regarding a Microsoft Store promotion that was offered on Black Friday for a $99 Dell tablet. Due to web site issues, you were unable to place your order to obtain this deal. ******* in escalations, reached out to you on December 11th to address this issue. She was able to provide you information on Microsoft's promotion policies. She also mentioned that we are unable to match sales prices and promotional offers after the sale has concluded. I understand that this is not the outcome that you were hoping for and apologize for any frustration that you may have experienced with this issue. Sincerely, ***** Advocacy Manager Customer and Field Advocacy Final Consumer Response /* (4200, 18, 2014/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has put forth absolutely ZERO effort in rectifying the situation. Their response was basically we don't care about the fact that our site failed, we don't care that we baited and switched customers and we don't care that you didn't have the opportunity to purchase the tablet at the sale price because we didn't have the capacity to cover the interest in the product. Furthermore the company will put forth ZERO effort in making a mends to the customer buy make absolutely ZERO concessions, offering nothing to the customer for the inconvenience of the whole ordeal that we caused. Final Business Response /* (4000, 16, 2014/01/08) */ January 8, 2014 RE: ***** ***** BBB Case # XXXXXXXX Dear *** *****, A copy of your follow-up communication regarding a Microsoft Store ordering issue has been received by Microsoft. We appreciate your additional feedback regarding this situation. After reviewing our records, we determined that we will be unable to provide a different resolution than what was posted to the BBB site in December. This is because the Microsoft Store is unable to match sales prices or promotional offers after a sale has concluded. If you have any new information to present regarding this issue, please let us know. Otherwise, we will consider this matter closed. Sincerely, ***** Advocacy Manager Customer and Field Advocacy

1/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email from Microsoft on August 1, 2013 stating that my debit card was no longer valid from a free 30-day trial period I had previously ordered and they were unable to draft funds from my account. The email stated in order to reactivate my suspended services, I would need to provide a valid credit card however I had not ordered any new products and didn't want any of the services so I ignored the email. Today, November 29, 2013, as I was viewing my bank statements from October-November I noticed that there was a charge on my account from Microsoft. As I went back, I seen that I had been charged a fee every month from August to November and I immediately contacted the phone number that was listed on my bank statement as Microsoft's phone number to get the issue corrected. Dealing with customers on a daily basis in my career, I know how difficult it can be dealing with upset customers so I tried everything I could to be as patient and nice as possible, but after being treated so horribly by their representatives, I began to lose it. Everyone kept giving me the run around and seemed like no one was actually listening to my issue. I had been transferred to 5+ people and experienced extremely long hold times with still no resolution. After an hour and a half, I finally spoke to someone in the billing department they told me I would need to contact my bank and ask them to reimburse the fees I had been charged. I didn't understand that because my bank had nothing to do with the issue. At that point I was fed up and requested the call be escalated to a higher level, where I was instead just transferred to another department that still couldn't help me. I requested to speak with a supervisor, who again tried to transfer the call and I insisted on no longer being transferred. The supervisor, ******, kept over-talking me, and basically stating he wasn't going to do anything unless I allowed him to transfer me. After 2+ hours had passed, nothing being done and me getting a migraine from getting so frustrated, I hung up.

Desired Settlement: I would like reimbursement of all fees that were drafted from my account from August 2013-November 2013 and compensation of the 2+ hours I spent on the phone with their terrible customer service representatives.

Business Response: Initial Business Response /* (1000, 7, 2013/12/16) */ December 16, 2013 BBB Case: XXXXXXXX Hello *** *****, My name is ****** and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received the report you filed with the Better Business Bureau regarding charges on your account that may have been linked to a 30-day trial subscription for Office 365 Home Premium. In your report you detail that you received an email indicating that payment method needed to be updated on your account, however you declined to do so as you were not interested in continuing the Office 365 service. Subsequently, you verified that charges on your account were linked to Microsoft and called customer support for assistance. At this time, your account has not been credited and you are seeking refund, and compensation for time spent on the phone with Support. We regret to hear that your experience was less than exceptional, thank you for taking the time to contact the Better Business Bureau, and for the opportunity to resolve this issue for you. If I have misunderstood your request, please let me know. We attempted to reach you via email on 12/3, 12/6, and 12/12, however we have not received a response. In order to research your request further, kindly reply all to this email with a copy of your statement showing each charge you incurred, any support case numbers you were provided when you called into Microsoft to resolve this issue, and the account email to which the 30-day trial was tied. Thank you, ******* Advocacy Manager Customer and Field Advocacy

1/8/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service
1/7/2014 Advertising/Sales Issues
1/7/2014 Problems with Product/Service
1/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About a year ago I had a big problem with Microsoft, for the hassle I was given a $100 promo which was not fit to fix my issue but I accepted that. On Nov 17 2013, I decided to use the code and place an order, the order # is XXXXXXXXXX but an error was made and I had to cancel the order but because I canceled the order my promo code became invalid I contacted Microsoft several times and the end I was told a new one would be given and a case was started till now I have not received my promo code the case is SR # XXXXXXXXXX. Till now nothing happened and I lost on the black Friday deal and another one because of the delay

Desired Settlement: As I stated I could not take advantage of the black Friday deals nor another promo for a Nokia phone thus please do issue another promo for the amount I was given and an extra promo or discount for the lose of the other deals I could not take advantage of thank you. Microsoft please do call me to try and get this resolved XXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ December 13, 2013 RE: ***** ***** BBB Case # XXXXXXXX Dear *** *****, Microsoft received the complaint that you filed with the Better Business Bureau on Tuesday, December 3rd regarding a Microsoft Store promo code issue. ****** from our MS Store escalations team has been working with you to fulfill the phone order that you would like to place utilizing this promo code. You are currently working through the details with her. I will continue to watch this issue closely and will follow up with you again on Wednesday, December 18th. Please let me know if you have any concerns in the meantime. Sincerely, Ramie Advocacy Manager Customer and Field Advocacy

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A letter to Microsoft shows my great experience! Hello Microsoft, I have a situation I'd like to share with you after I have exhausted all of my resources. I have been watching the Surface Pro 2 - 256 GB closely for about a month and when the surface was available on November 26, 2013, I immediately placed an order (I've the order #) with 2nd day delivery option. So, I waited patiently for it, but unfortunately, the surface didn't arrive. So on the 3rd day, I called Customer Service and acquired about my order. The rep said that we are sorry item will not arrive tell next Monday Dec 2nd and for that we will refund you the shipping option ($9.99). I replied that's alright but I want you to change the shipping address because next week I will go to a different city. He said ok and took the new address and then gave me a case number which I still have and everything was normal. Following the UPS website, I saw the intercept of my shipment and was happy; however again, another disappointment from Microsoft occurred, instead of shipping the item to my new address the surface was sent back to the warehouse. What made things even worse my surface that I already bought was resold to another person!!!! I knew that after I made a second call to CS and the rep. frankly said that sorry your surface was sold and we don't have it anymore in the warehouse. Of course, I got mad and asked to talk to the supervisor but the rep said that the previous rep already raised my case to the higher level managers and they should have contacted me which, yet again, another let down because nobody has bothered to call me till today. I kept asking her to transfer me to her manager but she said that she cannot!!! That call was the worst customer service experience I had in the whole year! What hurt me the most and frustrated is the next day email that I received for the refund of the whole purchase!! There I was literally amazed of how great my experience was with Microsoft the leading company of the world, or is not?! I really grabbed my head and said to myself what the heck is going on??!! But to be honest, although after all these let downs, I still didn't give up on you and tried one more time which was today but this time through chatting, so guess what happened? Of course, another disappointment! The rep said we apology but we can do nothing to you anymore!! Can you believe it?? He really said that. hahahaha. And when I asked him that I want to talk to his supervisor, he literally disappeared. Hahahahahaha. You know sometime moments come when you cannot help but laugh. I really could not believe all this is happening from such a big name like Microsoft! WOW, way to go Microsoft...By the way till this moment I am still waiting for the call from the manager.

Desired Settlement: I need my surface pro 2 256 GB back!

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ December 13, 2013 **** ******** *** WXXXXX ********* ** Waukesha, WI XXXXX RE: BBB Case # XXXXXXXX Hi *** ********, Your complaint filed with the Better Business Bureau, regarding your recent support experience with the purchase of our Surface 2 Pro was forwarded to Microsoft and assigned to me on Friday, December 6. I immediately engaged our Microsoft Store escalation team on this request and ***** was assigned to this case. He was able to work with you and address your less than satisfactory experience with support. As you were interested in placing another order for the Surface 2 Pro, but not have to purchase online, ***** was able to have the Microsoft Store near you, set aside a unit and was able to offer you a discount as an offer of goodwill. I understand that you were able to go to the Microsoft Store to purchase your Surface 2 Pro and the Microsoft Store honored the discount that you discussed with *****. I am glad to hear that you were able to receive your Surface 2 Pro at a discounted price. As this resolves the issues addressed in this case, we will be moving to archive your case today. This concludes my report. Thank you very much. Sincerely, ***** Advocacy Manager Microsoft Corporation

1/6/2014 Delivery Issues
1/3/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service
1/3/2014 Advertising/Sales Issues
1/3/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service
1/2/2014 Problems with Product/Service
1/2/2014 Problems with Product/Service
1/2/2014 Problems with Product/Service
1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Microsoft Office 365. The package states it is a 1 year subscription for 5 PCs. I installed it on a laptop which my husband took with him on deployment to Afghanistan. I purchased a new laptop and attempted to load Office 365; however, I cannot because I must log into the same Microsoft account used to register the product, but I do not know which account that is since I do not use any Microsoft accounts and Microsoft's "help" on their website is not useful at all! I have no way to retrieve the account information, their "contact" information merely consists of me having to search for the answer myself on their site which I cannot find. I have the e-mail stating the product was registered in June, but cannot retrieve my account or password. It's bad enough that now Office has to be renewed every year and I believe these tactics are an attempt to force the customer to have to go out and buy the subscription again. I have a subscription for 4 PCs left and I cannot even use them.

Desired Settlement: I want someone from Microsoft to assist me in locating the account information associated with my Office 365 subscription so I can load it onto my new computer or compensate me with a 1 year subscription to Office 365 for 4 more PCs which is what I paid for.

Business Response: Initial Business Response /* (1000, 6, 2013/12/26) */ December 26, 2013 ****** ******** BBB Case #XXXXXXXX Dear *** ********, Microsoft received your complaint from the Better Business Bureau regarding the issue you had when trying to install additional copies of Office 365 that you purchased. On December 21, you responded to Microsoft's request for your contact information, saying that you were able to reset your Microsoft Account and successfully install Office 36. I apologize for the inconvenience that this has caused you, but I am happy to hear that you were able to get the issue resolved. Your internal case with Microsoft has been archived at this time. Thank you for choosing Microsoft! Sincerely, ****** Advoacy Manager Microsoft Customer and Field Advocacy - United States Final Consumer Response /* (2000, 8, 2014/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/31/2013 Problems with Product/Service
12/31/2013 Problems with Product/Service
12/31/2013 Advertising/Sales Issues
12/31/2013 Problems with Product/Service
12/31/2013 Problems with Product/Service
12/31/2013 Guarantee/Warranty Issues
12/31/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a Microsoft Surface on 11/29/13 and that evening I rec'd a shipment confirmation email for order# XXXXXXXXXX which detailed a tracking number and specified that my bank card had been charged for the transaction. I have checked the shipping everyday since the 29th and there is no activity on the package. On 12/03/13 I called Microsoft to get a status update and was told that it would be escalated and I would receive communication from Microsoft regarding my package. I called back 12/04/13 and was basically told that once UPS processes my shipment then it will be sent to me. I called UPS 12/05/13 and was told that although a label had been created, the product has not been rec'd from the shipper yet. I then called Microsoft again and was told that apparently there had been an influx of orders for the Surface and so some shipments had been unable to go out.

Desired Settlement: I would like to have the package that I have been charged for to be shipped immediately without all the excuses that I am getting from each and every single person that I speak with. I am told that Microsoft takes 3-5 days to get to escalated cases and that it TOTALLY unacceptable. I feel I have gotten absolutely nowhere with the 3 calls that I have made to the customer service department thus far and a first time customer I will not do business with them again.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Hi *** ****, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in receiving shipping information for your order of the Surface 2. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist as well as yourself that you've received your order - I am so glad to see that! As the issue has been resolved, we are now considering this case closed. Thank you for contacting us, and take care! **** Advocacy Manager Microsoft Corporation

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to close a Hotmail (now Outlook) email account. I have requested that my email account be closed. The instructions to do so that were provided for me do not work. When I follow the link provided by the support team, I am given direction to click the "Close Account" option. When I do this, I am prompted to cancel any accounts/subscriptions before being allowed to cancel the account. When I attempt to check what subscriptions are active, the next page tells me that I have no current subscriptions. Then, the webpage that I'm left on gives me no further options to close the account. It is an endless circle that leads to no where. I have explained this at least over tens times to the Microsoft Customer Support Team. I have participated in multiple "live chats" with Microsoft customer support. I have been transferred from one person to another on live chat, been given phone numbers to call for assistance, then been referred back to the live chat. Every time I am transferred to someone new, I am asked to provide the problem I am experiencing all over again; even though the first thing said to me by the support tech is that they are reviewing what the problem is. All I need to do is cancel my Hotmail account. I have spoken to at least 10 different support techs that have all given me the same instructions, despite me telling them it does not work. This problem is beyond simply them being unhelpful; they are deceiving and practice intentionally misleading "support" tactics. Every person I talk to knows exactly what the problem is, yet not one person at Microsoft is willing to help me. They refuse to close this account for me, thereby forcing me to be tied to this corporation unwillingly. I do not want this account, yet no one will provide "REAL" assistance. The more I research this problem, the more I see that MANY people out there are dealing with the same issue and don't know how to solve it. Bottom line- Microsoft refuses to help me/close this account, leaving me no choice but to be tied to their service. I want this resolved and I want the account closed immediately.

Desired Settlement: I only want the Hotmail/Outlook email account closed permanently.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ December 5, 2013 ******* ****** **** *********** ****** Clovislovis, NM 88101 RE: Better Business Bureau Case: XXXXXXXX Dear *** ******, Microsoft sincerely appreciates the opportunity you have given us to address the concerns you submitted to the Better Business Bureau under Case XXXXXXXX. We understand that you would like to close your *********@msn.com account, but have experienced difficulty doing so. Upon receipt of your Better Business Bureau Case, Microsoft launched an investigation into this incident. The Hotmail Account Support Team reached out to you and confirmed that your account has been updated to enable closing. You can close your account by going to https://account.live.com/CloseAccount.aspx. Since providing this information on November 27 our efforts to follow-up with you and confirm account closure have been unsuccessful. As we have not heard from you, we understand that no additional assistance is needed from Microsoft. Microsoft considers this matter closed at this time. Best Regards, **** ******* Senior Advocacy Specialist Microsoft Corporation * ********* *** - ******* Redmond, WA 98052

12/31/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a copy of Microsoft Word from Microsoft on 9/5/13. I paid $83.19 on my AMEX card. Microsoft send the software to an email address that my son does not use and can't access. We have thus never received the Word software we paid for. I called Microsoft and told them to email the software to an email address that my son can access. The Microsoft operator said she would make things right, but she never did. Because we never received the software, despite paying Microsoft, I disputed the charge. Microsoft then falsely claimed that I never called them, so I had to pay Microsoft even though my son never received what I paid for.

Desired Settlement: Because my son never received or accessed the software that I paid for, I request a full refund of $83.19 from Microsoft. I would use the money to buy the software from a store rather than through the Internet. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ December 6, 2013 Better Business Bureau Case: XXXXXXXX Dear **** and ****, My name is ****, and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received correspondence from the Better Business Bureau detailing the recent issue you have been experiencing with your Microsoft Word 2013 purchase. I understand after purchase, the product key/download was emailed to an email address you do not have access to. When you reached out to Support, you were told the situation would be remedied, but you never received a follow up response. First and foremost, thank you for taking the time to detail your experience. My role is to ensure you are connected with the appropriate resource moving forward, and to ensure your support case remains on track. In order to determine appropriate next steps, I reached out to you on November 26th, December 2nd, and again on December 5th looking for the following information, but we have not received a response. * What website did you place your order from? * What is your order number? * When you reached out to Support, were you provided with a support case number? * Do you have a copy of the receipt or credit card transaction statement confirming purchase of the software? As we cannot resolve this issue without your cooperation, if I do not hear from you by Tuesday, December 10th, I will presume all is well and proceed with closing your case. Thank you, **** ** Advocacy Manager Microsoft Corporation

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had spoken to a representative from **** *** where I had purchased my Microsoft Office product over the phone the same day I purchased the product. I got home and the barcode needed to be scratched off in order to enter the information on my computer, half of my barcode came off with the tape that it was attached to and was not legible. I called the store and they assured me that I was able to return the product in store ***** *** Coon Rapids) and that this problem was very frequent with their Microsoft products and they've had many complaints. I went into the store a couple weeks later and was told I was unable to return the product at the store and would have to mail the product into Microsoft. I called the help center for product returns and they had explained the process. After mailing in my product with a letter regarding the issue, I never received any response. They kept my product with no return or exchange. I am a college student that has gone an entire semester without the ability to use my computer for typing up documents.

Desired Settlement: I would like the product exchanged for a new access code that I am able to use for my computer.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ 5 Dec 2013 ***** ***** *********@hotmail.com *** *****/BBB, The request for assistance with the Microsoft Office product purchased from a 3rd party has been resolved. The Microsoft returns team has confirmed a refund check for $129.46 was issued on 11/25/2013 and sent via **** to ***** *****, XXXXX ****** ** *** Coon Rapids, MN 55433. I will be archiving the case involved with the request today. Case number XXXXXXXX. Sincerely, ****** Advocacy Manager Customer and Field Advocacy Microsoft Corporation

12/31/2013 Problems with Product/Service
12/27/2013 Advertising/Sales Issues
12/27/2013 Problems with Product/Service
12/24/2013 Problems with Product/Service
12/23/2013 Problems with Product/Service
12/19/2013 Problems with Product/Service
12/18/2013 Guarantee/Warranty Issues
12/18/2013 Problems with Product/Service
12/18/2013 Advertising/Sales Issues
12/18/2013 Problems with Product/Service
12/18/2013 Problems with Product/Service
12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In an attempt to order a product multiple times, and failing, Microsoft proceeded to authorize a transaction against my credit card without my approval. They refused to refund my funds until I received the product and returned said product. They refused to expedite the return shipping process as well. The associate I was in contact with advised that once the product was shipped (scanned in by ***), I would receive my refund. I shipped the product back on 11/14/13 (I have and sent proof of the *** electronic record of this) and have tried numerous times to contact the rep, ****, I was e-mailing with to see where my refund was. The rep never returned my e-mails. Today is 11/19/13, and I still don't have my refund or any contact from Microsoft following up on the situation. To summarize: 1.)Unauthorized Transaction against my bank account 2.)Unwilling to expedite getting my funds back 3.)Still no refund or contact regarding my refund.

Desired Settlement: I want my refund immediately and I want someone to apologize, sincerely, for what I have gone through. I want the $4.00 my bank charged me for taking a checking account advance because Microsoft had my money. I would also like to have a reason why Microsoft treats loyal customers this way.

Business Response: Initial Business Response /* (1000, 7, 2013/12/02) */ On 11/20/13 Microsoft Support engaged the customer to confirm the details of the BBB complaint. On 11/22/13 Microsoft issued the customer a refund via mail **** First Class) and as of 11/26, the customer has not received the refund. Microsoft Support and the customer will connect again on 12/3 to confirm the status of the refund.

12/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: At the microsoft store website i was researching products and when I clicked on the surface 2 they advertised the product's price as 449.00. There were no disclaimers that the product was for sale at the price for today only "cyber monday" or while supplies lasted. I tried to order the product at that price and due to it being out of stock I could not complete the order. I then called and spoke with two people at the number provided to call to order the products. At which time, I was told that the price advertised was for cyber monday only and only while supplies lasted. After careful reading the ad and product description I did not find any disclaimers on the ad I was looking at. http://www.microsoft.com/surface/en-us/products/surface-2 Once you click into the buy now section, you can then either choose a 32 or 64GB version and disclaimers can be found there. However, the initial ad and price does not have those disclaimers. Either this is bait and switch or it is false advertisement. I did not find the price and original ad by clicking on cyber monday deals, ad or web address that would have indicated to me that I was going into a "Cyber Monday" sale area. The $449.00 price is listed on the page that provides the description of the product and I believe that Microsoft should have honored that price for me. Even if out of stock, they should have allowed me to order the product at the price listed and shipped me the product when it came back in stock. The website address above is where I viewed the product description and the price of the product. It is not in a special section and can be found when clicking on their products, surface 2 and to the area that provides the description of the surface 2.

Desired Settlement: I am going to purchase a competitors product and want Microsoft to pay the difference between the cost of the competitors product and the advertised price of $449.00 for the Surface 2 that I would have paid if they had sold me the surface 2 at the price they have advertised. I would not but the surface 2 at the advertised price even if they offered it to me now after the fact.

Business Response: Initial Business Response /* (1000, 5, 2013/12/04) */ December 4, 2013 BBB Case: XXXXXXXX Hello *** **********, My name is ****** and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received a request on your behalf regarding the report you filed with the Better Business Bureau. According to your report, you attempted to purchase a Surface 2 for the advertised price of $449, however the product was out of stock and Microsoft did not offer a backorder option. You have communicated that you will be purchasing a competitor's product, and have requested that Microsoft price match to the purchased product. I was able to confirm from the Microsoft Store site that the Surface 2 is still being offered at the $449 price point, however, unfortunately, the product is currently out of stock. Per the Microsoft Payment + Pricing site, Microsoft prices, product selection, and promotions offered on the Microsoft Store website may vary at any given time, and Microsoft does not guarantee price match. We regret that you were unable to purchase the Surface 2 and instead have purchased an alternative product, however we decline your request for price match per Microsoft policy. We consider this matter closed, and this is the final communication you will receive on this matter. Sincerely, ******* Advocacy Manager Customer and Field Advocacy

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/29/2012, I purchased Microsoft Office Professional 2010 from the Microsoft Site, Order Number CNLXXXXXXXXX. The cost was 349.95. At the time it was offered for sale, you would receive the next update, free (i.e., MS Office Professional 2013). There was no indication that the free upgrade would be available for a limited time (I have the order paperwork that does not show a time limit). My computer crashed in early 2013 and I was finally able to replace it in December 2013. I called Microsoft to obtain help in getting my free MS Office Professional 2013. I was told, however, that the "promotion" only ran until April 2013. Again, there was no limit on time when I could obtain the free upgrade in the original purchase. I specifically purchased the version so I could obtain 2013. Microsoft refuses to honor their contract with me. I have a digital copy of the order at the time I purchased the product and can provide, if needed.

Desired Settlement: I seek either the free upgrade to MS Office Professional 2013, as was agreed upon, or to receive a refund for the original purchase price of $349.95

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ On December 11, 2013, the customer was provided a link to download Office Professional 2013 and a new Product Key to activate the software in fulfillment of his request. Final Consumer Response /* (2000, 7, 2013/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am extremely pleased with how Microsoft handled my complaint. They responded to it immediately, took the steps necessary to understand it, and then provided a response that met my needs. I felt that they cared about me - the little guy. This has been a 100% positive experience. Thank you Microsoft!

12/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a laptop from microsoft.com, I never did receive the product. When I checked the *** tracking record, it indicated delivered. I called *** and found out that UPS delivered to the wrong address on 12/4/2013. I then called Microsoft customer service, they transferred me to *** again. After 72 hours of calling numerous times to *** and Microsoft. *** confirmed that the PACKAGE was lost. Microsoft customer service would not tell me anything just want me to wait. I wanted a replacement or refund but no one has ever told me anything from Microsoft.My order number:XXXXXXXXXXX, my ref number:XXXXXXXXXX. MY *** tracking number:1Z2080XXXXXXXXXXXX. The customer service from Microsoft refused to give me any update on this issue.I never did receive any phone call and email from microsoft...

Desired Settlement: I want either a refund of amount 366.95 or a replacement of my order as soon as possible. This is very frustrating, I paid the money and Microsoft did not deliver, I wanted a refund or replacement but the customer service from Microsoft XXXXXXXXXXX REFUSED to process my request...

Business Response: Initial Business Response /* (1000, 6, 2013/12/12) */ ________________________________________ From:*****@microsoft.com Sent:12/10/2013 11:44:28 PM To:*******@aim.com CC:*****@microsoft.com;*******@microsoft.com Subject:Re: ********** *** BBB Microsoft Store - Didn't Receive Order XXXXXXXX ALR Hello **********, I am glad to hear that you have received the package after it was found by **** With that said, I want to reach out and see if there is anything additional that we can do for you as it relates to this case. If not, no further action is required on your part and I will plan to archive this incident on Thursday, December 12, 2013. Thank you and have a great evening! ________________________________________ From:*******@aim.com Sent:12/10/2013 7:28:03 PM To:*******@microsoft.com CC:*****@microsoft.com Subject:Re: ********** *** BBB Microsoft Store - Didn't Receive Order XXXXXXXX ALR You are too late to send me this email. Did you look at the REF number I provided ? There is already tons of people told me what you have told me now. Luckily, after all of the phone calls, *** FOUND the package and I have received the package. ********** -----Original Message----- From: Microsoft Customer Advocacy - United States <*****@microsoft.com> To: ******* <*******@aim.com> Cc: Microsoft Customer Advocacy - United States <*****@microsoft.com>; Microsoft GetHelp <*******@microsoft.com> Sent: Tue, Dec 10, 2013 12:57 pm Subject: ********** *** BBB Microsoft Store - Didn't Receive Order XXXXXXXX ALR Hello **********, My name is **** and I am a member of Microsoft's Customer and Field Advocacy Team. I am contacting you regarding your request for a refund from the Microsoft Store. I understand that the package was shipped via *** (1Z2080XXXXXXXXXXXX) but was lost during shipment. Our goal is to help bring this issue to closure as quickly and efficiently as possible. For your reference, the case ID assigned to this service request is XXXXXXXX. I have engaged our Microsoft Store Escalation Team to help work determine the feasible next steps. The primary method of communication will be via email at your *******@aim.com account. You can expect to be contacted by myself or the Escalation Team within the next three (3) business days. My role is to partner with the Escalation Team to manage your case and ensure that it moves towards a viable resolution. Please let me know by replying all if I have misunderstood any of the details regarding your issue. Have a great afternoon, Final Consumer Response /* (3000, 8, 2013/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response came too late because *** found the package and sent to me after about 10 hours of phone time trying to get an update on the lost merchandise. With my package lost, Microsoft did not show any sympathy did not let me know what are the situation now. All I need is to let me know if they are still waiting for *** to locate the package or if *** will find the package. I did not even know that *** would drop the package one day out of blue. The customer service did not do any service to me at all. I would hope that Micorsoft will clean up the customer sale Microsoft.com department and hire someone that will really help the customers. I WILL NOT ACCEPT any response since I ALREADY GOT my lost package. And through out the waiting period, I did not get any help or updates from MIcrosft customer service. The company has dishonest advertisement online customer service that will not hep their customers. I did ask them if I can get a refund in case *** lost the package forever?They said NO. We need to report to trade commission about their un-ethical behavior. IF you do a search on the internet, they are tons of evidence about this company. I jusI would never want to deal with the Microsoft.com againt did not know it before this insident happened.

12/16/2013 Advertising/Sales Issues
12/13/2013 Advertising/Sales Issues
12/12/2013 Delivery Issues
12/12/2013 Billing/Collection Issues
12/12/2013 Problems with Product/Service
12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/3/2013 I purchased a Surface Pro 2 from the Microsoft store in the *********** **** in White Plains. It worked correctly up until yesterday 11/18/2013 when it stopped charging correctly. The product was defective in the charging port. I wanted to return the item for a refund, however I was denied because I was past the 14 day return window by 2 days. They coerced me into taking store credit, which amounted to $1581.76. I have the store card and I have not used any of the money on it.I even made a video of the problem: ****************************************** Product_Or_Service: 256GB Surface Pro 2 and various accessories Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my refund to be applied to my original payment methods since the product was faulty.

Business Response: Initial Business Response /* (1000, 8, 2013/12/06) */ December 6, 2013 Better Business Bureau Case: XXXXXXXX Dear ****, My name is ****, and I am with the Customer and Field Advocacy Team at Microsoft. We received correspondence from the Better Business Bureau detailing your recent Microsoft Store experience. I understand you recently purchased the Surface Pro 2, but not long after discovered that the charging port may be defective. When you reached out to the Microsoft Store for support, you were told you could not be reimbursed via your original payment method because you had missed the 14 day return window by two days. You were, however, issued a store credit of $1581.76. You are now looking to have this amount credited to your original payment account. Upon receipt of this issue, you were connected with the Microsoft Store Escalation Team, and on December 6th, your refund was successfully returned to your account, and you have given permission to close this case as "resolved". Thank you for allowing us the opportunity to make things right for you. Thank you, **** ** Advocacy Manager Microsoft Corporation Final Consumer Response /* (2000, 10, 2013/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A recent upgrade from windows 8 to windows 8.1 has made an inferior product almost useless in its ability to function

Desired Settlement: I would like windows 8 and windows 8.1 removed or downgraded to windows 7 or an earlier windows product that functions without the numerous problems I am experiencing.

Business Response: Initial Business Response /* (1000, 6, 2013/11/22) */ Hi *** *******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in gaining downgrading from Windows 8.1. Once I received your request, I sent you a link to information http://support.microsoft.com/kb/2832566 on what next steps to take. As I haven't received a response from you after sending the link to you, we are presuming you have all you need and consider this case closed. Thank you for contacting us, **** Advocacy Manager GetHelp - Customer and Field Advocacy ________________________________________ From:*****@microsoft.com Sent:11/19/2013 6:48:16 PM To:*********@yahoo.com CC:*******@microsoft.com;*****@microsoft.com;*********@yahoo.com Subject:Re: *** ******* Windows 8.1 10772396 RS Hi *** *******, Just following up to make sure you received this link: http://support.microsoft.com/kb/2832566 Thanks, and I will follow up on 11/22. **** Advocacy Manager GetHelp - Customer and Field Advocacy ________________________________________ From:*****@microsoft.com Sent:11/18/2013 3:40:53 PM To:*********@yahoo.com;*******@microsoft.com CC:*******@microsoft.com;*****@microsoft.com;*********@yahoo.com Subject:Re: *** ******* Windows 8.1 10772396 RS Hi *** *******, Thank you for the email and apologies if you didn't receive the link. Please see this page: http://support.microsoft.com/kb/2832566 Thank you, and I will follow up on 11/19. **** Advocacy Manager GetHelp - Customer and Field Advocacy ______________________________________ From:*****@microsoft.com Sent:11/15/2013 10:02:26 PM To:*********@yahoo.com;*******@microsoft.com CC:*******@microsoft.com Subject:Re: *** ******* Windows 8.1 10772396 RS Hi *** *******, Thank you for the email and apologies if you didn't receive the link. Please see this page: http://support.microsoft.com/kb/2832566 Thank you, and I will follow up on 11/19. **** Advocacy Manager GetHelp - Customer and Field Advocacy

12/9/2013 Billing/Collection Issues
12/9/2013 Problems with Product/Service
12/9/2013 Advertising/Sales Issues
12/9/2013 Problems with Product/Service
12/4/2013 Problems with Product/Service
12/4/2013 Problems with Product/Service
12/3/2013 Problems with Product/Service
12/3/2013 Delivery Issues
12/3/2013 Problems with Product/Service
12/3/2013 Problems with Product/Service
12/3/2013 Billing/Collection Issues
12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bought Microsoft office online. it worked however it has now stopped working

Desired Settlement: tried several times online to contact them they send you into an endless maze back to starting point. you click on "contact us" and it is typical corporate maze of no help. I want my money back and or my product working with a discount since it has not lived up to expectations

Business Response: Initial Business Response /* (1000, 7, 2013/11/08) */ Hello *** ******, The engineers have made over twenty attempts to contact you by both phone and email to assist with this issue. If you would like assistance with this issue, please respond directly to the engineers. Without your interaction there is no way for them to validate ownership of the program and activate the program. If there is no response in three days the case will be archived. Please contact the current engineer directly and include the case number and your preferred callback times and days. **** **** Global Escalation Engineer - Microsoft Email : ******@microsoft.com CASE: XXXXXXXXXX Best regards, ****** Final Business Response /* (1010, 10, 2013/11/18) */ Hello *** ******, The engineers have made over twenty attempts to contact you by both phone/voicemail and email to assist with this the validation of ownership and product activation. We have explained on multiple occasions that your interaction with the support engineer is required to validate ownership and activation. To date you have not responded to any of the engineers voicemail or email attempts to contact you and resolve this matter. I feel we have had a reasonable effort to resolve this matter, but you have not engaged with support. The engineer attempted to contact you on the following dates: 10/25/2013 11:32:07 AM Phone Call 10/26/2013 11:24:34 AM Phone Call 10/27/2013 11:52:48 AM Phone Call & Email 10/28/2013 11:07:28 AM Phone Call 10/28/2013 4:17:00 PM Phone Call & Email 10/29/2013 2:13:16 PM Phone Call & Email 10/29/2013 5:21:09 PM Phone Call 10/30/2013 2:31:49 PM Phone Call 10/30/2013 5:24:29 PM Phone Call 10/31/2013 11:51:47 AM Phone Call &Email 11/5/2013 12:42:42 PM Phone Call 11/5/2013 1:26:27 PM Phone Call 11/8/2013 11:17:55 AM Phone Call 11/8/2013 4:24:29 PM Phone Call 11/10/2013 12:12:01 PM Phone Call 11/11/2013 12:21:46 PM Phone Call 11/12/2013 2:51:20 PM Phone Call & Email 11/15/2013 11:50:36 AM Phone Call Unfortunately, since you have chosen not to engage with support, we cannot assist you and the case has now been closed. Best regards, ******

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an Extended Service Contract on 11/04/2013 for a Surface 2 for $99 when I registered the computer.The computer is incompatible with my wife's work therefore I needed to return it to **** **** I attempted to contact Microsoft online accounts and billing department to ask for a refund within 30 days of purchase on 11/12/2013. I was on the phone for over two hours and transferred to seven different people. I was advised I did not purchase a service plan but my credit card was billed. A tech services employee verified that I purchased a plan and referenced it in a service order. SR#XXXXXXXXXX. I filed a dispute resolution with my credit card company to dispute the $99 charge. Please help Product_Or_Service: Microsoft Complete-1 Year Extended Service Plan Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a full refund.

Business Response: Initial Business Response /* (1000, 5, 2013/11/21) */ Hello *******, Thank you for the update. I did check with **** and he confirmed the refund has been processed. We understand how frustrating this process has been for you and **** made the responsible parties aware of your experience so it can be improved. Thank you for your patience throughout the process. Best regards, ****** Final Consumer Response /* (2000, 7, 2013/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by a representative of the company by phone and email. They quickly resolved this issue and refunded my money. They advised me they spoke with customer support to correct the problems I had so this did not happen again.

12/2/2013 Problems with Product/Service
11/28/2013 Problems with Product/Service
11/28/2013 Problems with Product/Service
11/25/2013 Problems with Product/Service
11/25/2013 Problems with Product/Service
11/25/2013 Problems with Product/Service
11/21/2013 Problems with Product/Service
11/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Oct 4, 2013, I placed an order for a Surface Pro 2 256gb to be shipped Oct 29. Microsoft billed my card on Oct 18 and my bank declined the transaction because of potential fraud. Microsoft notified me by e-mail on Oct 21 that the transaction was declined, but I would be given the opportunity to resubmit payment information between Friday, Oct 25 and Monday, Oct 28. If I do not submit payment information, my order would have to unfortunately be canceled. I called Microsoft customer service the Monday night I received the e-mail to hopefully resolve the issue immediately. Customer service informed me that I would have to wait until Friday when the e-mail arrives to update my information and that they were unable to resubmit payment over the phone. I was told not to worry and that my spot in line is still there. On Friday morning, I received the e-mail that asks to resubmit payment information that had a link to the site to do so.I clicked on the link and was taken to my account page where I could login.I logged in and when I clicked on their link to update my information,I was denied access and was given an error message stating that changes to my payment is not authorized in this transaction as my order was canceled.3 minutes later, I receive another e-mail that says my order was canceled because they couldn't authorize my transaction.I called my financial institution and no attempts were made to attempt a second transaction. I called customer service immediately after and was told not to worry and that this is a known problem as many calls were being made about erroneous order cancelations. I was told that there was nothing they could do and I can wait 24-72 hours for a phone call from Microsoft to remedy the problem or I could place a new order that would be set for Dec 15, 2013. I chose to wait for the call. That call never came, and I took the issue to ******** They have contacted me and told me sorry for the inconvenience and that I could only place a new order to be shipped Dec 15. Product_Or_Service: Surface Pro 2 256gb Order_Number: XXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for Microsoft to either honor my original transaction and ship it as soon as possible or make an honest effort to locate a Surface Pro 2 256gb at one of their stores or authorized retailers and make it available to me for purchase.

Business Response: Initial Business Response /* (1000, 5, 2013/11/08) */ November 8, 2013 BBB Case Number: XXXXXXXX Hello *******, My name is ****, and I am with Customer and Field Advocacy Team at Microsoft. Our offices received correspondence from the Better Business Bureau detailing the recent issue you experienced placing an order for a Surface Pro 2 from the Microsoft Store. I understand you had placed an original order on October 4th, to be shipped on October 29th, however, when your card was billed on October 18th, the transaction was denied by your banking institution because of suspicion of fraudulent activity. When you reached out for support, you were told you would have another opportunity to submit payment information, but when you attempted to do so, the information did not go through and your Surface Pro 2 order was cancelled. Thank you for taking the time to submit your feedback and experience, and allowing Microsoft the opportunity to investigate this issue further. Upon receipt of your support case, you were connected with the Microsoft Store Escalation Team. The Support Engineer attempted to find an in stock Surface Pro 2, however, they are sold out online and in-store. As a good faith gesture, you were then offered a $200 promotional credit to utilize when the Surface Pro 2 comes back in stock. You accepted this offer, and have given permission to close your support case as "resolved". Again, thank you for allowing us the opportunity to work with you. Thank you, **** ** Advocacy Manager Microsoft Corporation

11/21/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/23/13 I bought Office 355 for my home pc. I was supposed to receive a 12 month subscription to xbox live gold. There are numerous stores and websites advertising this. I have not received this promotion. Timeline: 9/23/13 purchase of office 365 9/23/13 followed steps to receive gold code this is the message I was given: Thank you for submitting your information. If you are eligible for this offer, we will email your Xbox Live Gold code to your Microsoft account email address within 4 weeks. 10/21/13 no email 10/22/13 no email 10/23/13 no email spoke with customer support told it was 30days not four weeks wait until the 24th of October. 10/24/13 no email spoke with customer support told they would send out code by 10/31/13.

Desired Settlement: I am tired of waiting for this company to follow through with its promises. I either would like the 12 month subscription or my money back on office 365. I would prefer them just giving me a code like they promised.

Business Response: Initial Business Response /* (1000, 7, 2013/11/07) */ November 7, 2013 ******* ****** **** ***** ** *** *** Yakima, WA 98902 RE: BBB Case# XXXXXXXX Dear *** ******* ******, A copy of your report with the Better Business Bureau of Alaska, Oregon, and Western Washington regarding your Office 365 Home Premium (O365) and Xbox Live Gold promotion experience has been forwarded to my team for review and response. I understand that you have purchased O365 on 9/23/13 and were expecting to receive 12 months of Xbox Live Gold as part of an Office 365 promotion. As of 10/24/13, you have not received this subscription. You have contacted Microsoft Support, but they were unsuccessful in addressing your concerns. In reading your report, I cannot help but say I regret to hear about your experience thus far, and assure you that your situation as written is by no means a testament to the level of service we aim to bring to our customers. With that in mind, I have engaged our Top Tier Consumer Technical Escalation team to help address your O365/Xbox Live Gold subscription issue. To help them investigate this matter, kindly provide me with a copy of your purchase receipt showing your O365 purchase, along with a contact phone number. Our Escalation specialist has been unable to contact you at (XXX-XXX-XXXX) Once we have this information, the Escalation team will be happy to proceed in addressing this matter with you. Please respond to me through the BBB or email at *****@microsoft.com. I look forward to your reply. Sincerely, Edin. Microsoft Customer Advocacy - United States Microsoft Corporation * ********* *** Redmond, WA 98052 cc: ***** ** ********* Better Business Bureau of Alaska, Oregon and Western Washington

11/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a computer, never received it. Other customers ordered same computer 4 days later and received their's. Now it is apparently discontinued. I ordered the Acer Aspire V5-572P-6858 Touchscrren Laptop (Order Number: XXXXXXXXXXX) on Wednesday 9/25/13 and paid for the next day shipping. On Thursday 9/26/13 I noticed the price drop on the Acer Aspire V7-582PG-6421 Touchscreen Ultrabook. I talked to a Mircrosoft employee/rep via chat and on the phone and she assured me that if I paid the next day shipping I would have it on Friday 9/27/13. Again, I wanted/needed it for my trip the following week. So I placed the order with her (Order Number: XXXXXXXXXXX) and again got the Next Day Shipping. When I checked online I noticed that she did not include the warranty like I had specified. Monday came around and I still did not have either computer that I had ordered for my trip. I didn't receive the V5 until Monday 9/30/13 after 5pm, so I did not have it for my business trip that week. I also was unable to complete my homework assignments for the week and had to drive two hours to take an exam for school because I did not have my computer. After not receiving either machine before my trip, I called on Tuesday 10/1/13 and talked to a rep and was informed that, even though I was talking to customer service, this was not his area and it would have to be elevated to another level and I would hear back in two days. A week passed and I still did not hear anything. I did some searching online to find out that someone else ordered the Acer Aspire V7 Ultra book on Monday 9.30.13 and less than 6 hours later had a shipping confirmation. My order status then showed backordered so I called again to find out what was going on and I was told that it was backordered with no estimated date of when I could expect to see the computer. This representative informed me that he would refund my next day shipment payments since I did not receive the computers when I was supposed to and I was told again I would be contacted in the next few days. Finally on the next Friday (over a full two weeks from my order) a Microsoft representative left me a voice-mail that my order was being cancelled because they V7 would not be coming back in stock. But he wanted to give me a $50 promo code to use on a future order for my inconvenience. $50 does not even begin to cover the gas I was forced to use for not having the machine, or in inconveniences I faced not getting my computer prior to my trip. I have called the Customer Service number many times and have also did the Live Chat with reps as well. I was hung up on twice and also a rep started laughing as I was explaining what happened. She said someone next to her made a funny comment. I also had a rep and manager both tell me that they couldn't do anything and I should cancel my order and go to a third party retailer to get the computer. And whenever I was told that they would call me back or someone would contact me soon, I never received a call. When I asked to speak to a manager one time they refused to let me. One rep said I don't need the V7 computer because I ordered a V5 so because I have a computer they don't have to give me the one I ordered. Another rep told me the reason the other customer who ordered 4 days after me received his computer was because he lived closer than me, and I explained that I paid for next day shipping and I should have had my computer before the other person had a chance to order.

Desired Settlement: I want the V7 for the price I paid. I do not think it is fair to me that I have to go buy it somewhere else for about $300 more just because Mircosoft screwed up and didn't send my order before they ran out of stock. The US Microsoft Store website does not have this computer listed anymore, but the Canadian Microsoft Store has the exact same computer model in stock and available for purchase. I brought this up to many of the different reps and they said there is absolutely no way to get the computer from Canada to the US. I do not buy this. We put a man on the moon over 50 years ago, but Mircosoft, one of the leading technology companies in the world, cannot figure out how to get a computer across 500 miles of land? Microsoft refused to offer me anything other than a $50 off code for my next purchase. At this point I never want to purchase from Microsoft again, so what good is $50 going to do? Especially when the computer was marked down $400 and will cost me over $300 to get what I ordered elsewhere. At the least I figured Microsoft would offer me a similar/comparable computer as the same cost. They have not even done that, though I do not think there is another computer they offer that compares to the specs/features of this particular unit.

Business Response: Initial Business Response /* (1000, 12, 2013/11/06) */ Hello *** ******, Let me begin by apologizing that your issue could not be fully resolved as you expected, however, the computer you ordered had gone end of life and no more will be produced. The Store Escalations Team informed me that they have been in contact with you to assist with this matter. In an effort to help you with another purchase, the team provided you with a $50 promo code that can be applied towards any other purchase at the online store. The team has also monitored the return of your other computer. They have confirmed the receipt of the computer and that the refund has been processed. You should see the refund as soon as it clears your bank. If you have any further questions or concerns, please "reply all" to the email to ensure your message is routed correctly. Best regards, ******

11/20/2013 Delivery Issues
11/20/2013 Problems with Product/Service
11/20/2013 Problems with Product/Service
11/20/2013 Problems with Product/Service
11/19/2013 Problems with Product/Service
11/19/2013 Problems with Product/Service
11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought two Windows 8 Pro licenses when they were at a $40 offer last year. (I can send details and order mails by email) NOW Microsoft is telling me via Customer Support that I cannot use them because both licenses are blocked, telling me they have more than 32 installs each. Since both codes were jealously guarded and no one has a chance to get them from me, and considering I use them as a second Operating System for Apple Computers (Macbook Air and a MAC mini), I called Customer Support (call center located in Colombia answers Peru calls) and registered a claim with supervisor ********* **** who asked me for two days to make an investigation (after 2 hours of communication with MS). Call number is # XXXXXXXXXX. I'm still waiting for an answer. All I get from Microsoft is PAY AGAIN. BUT, How is it possible that Microsoft gave more than 60 new activation codes to OTHER PEOPLE THAN ME??? Microsoft MUST prove the calls came from my phone, my country, my IP address to block the licenses codes. Proof that requires a report that I haven't see, and I asked to ********* *****

Desired Settlement: I need my licenses codes. NEW ONES, 2 of them, I am willing to install Win 8.1 Pro in my MACs as second OS. I require Microsoft have a NAME control to give my numbers away to re-installs. MUST check if who's calling is ME. It's not possible that software piracy suffered by Microsoft is redirected BY MICROSOFT to legal customers, LOYAL CUSTOMERS. (I bought original licenses of Win XP, Win 7 and Win 8 - TWO).

Business Response: Initial Business Response /* (1000, 6, 2013/11/14) */ **** ****** *** ******* ***** *** **** *** ********** Lima 18, PERU. Li18 REF # XXXXXXXX November 14, 2013 Dear *** ******, Your letter filed with the BBB, requesting assistance with product keys for Windows 8, was forwarded to Microsoft. Upon receipt of this complaint, I engaged an escalation specialist who assisted with the product keys. You have confirmed at this time that the assistance resolved the issue you were experiencing, so Microsoft considers this complaint resolved and closed. Thank you, **** Customer and Partner Advocacy Microsoft Corporation Final Consumer Response /* (2000, 8, 2013/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Microsoft provided new licenses numbers. YES, solved. It's not clear why this happened and Microsoft is not giving more information. So, problem is solved but no guarantee it will not happen again in the future with me or with any other customer.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Downloaded the free windows 8.1 update available to me since I purchased the windows 8 upgrade. After installing the update it made a few changes to my computer most were not a issue but I am no longer able to connect to my wireless printer on my Network since it will not find the printer on my network. I reset the wireless printer to make sure it was on my wireless network and tested with my smart phone that it will print. I try to add a printer under devices and printers and it will not find the printer. I requested a call back from Microsoft Tech and the Tech that called me stated it was nothing to do with the update and only way he would help me was to purchase Tech support. I told the tech that I tested all the equipment and was working fine it has to be the 8.1 update and if Microsoft would not help me I would file a complaint he then rudely hung up on me.

Desired Settlement: I want Tech support to walk me threw the steps to get my Printer working on my network with my desktop like it was before the windows 8.1 update.

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ Hi *** ******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in getting your printer to work with Windows 8.1. Once I received your request, I reached out to our escalation team for assistance. Our Engineer is currently working with you to troubleshoot your issue, and we will consider this case closed after you agree that it has been properly addressed. Thank you, **** Advocacy Manager Microsoft Corporation

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Prior to purchasing a product from A certified Microsoft partner I contacted the Microsoft store and had a representative verify the product was a legit sale. I purchased the product and it turned out to be counterfeit and the Microsoft partner is no longer available. Microsoft guaranteed the purchase and now they will not stand behind it

Desired Settlement: I would like them to provide me with product keys for the 7 windows 7 pro workstations since we have 7 machines that are not activated

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ Hi *** *******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in obtaining product keys for the Windows 7 PCs that you had purchased. Once I received your request, I reached out to you to gather additional detail to allow me to investigate your issue. As I haven't received a response after reaching out to you on 10/25 and 10/29, I am presuming you do not need assistance at this time and consider this case closed. Thank you, **** Advocacy Manager Microsoft Corporation

11/18/2013 Problems with Product/Service
11/18/2013 Problems with Product/Service
11/18/2013 Problems with Product/Service
11/18/2013 Problems with Product/Service
11/12/2013 Problems with Product/Service
11/12/2013 Problems with Product/Service
11/12/2013 Problems with Product/Service
11/12/2013 Problems with Product/Service
11/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a keyboard/mouse (Product # XXXXX-XXX-XXXXXXX-XXXXX)mae by Microsoft and the product malfunctioned. I contaced customer service and they informed me the product was still under warranty and they sent me out a new keyboard/mouse. I asked if I needed to return the defective product and they told me no (which I still have). They sent me a replacement product and I was told that the new product (XXXXX-XXX-XXXXXXX-XXXXX) would be under warranty until October 2013. Well the replacement product is now malfunctioning and I have tried on several occasions to get it replaced and Microsoft will not do so. Now they are telling me that I need my original receipt, which no one asked me for it before. Although I can not locate the original receipt, I was told I would not need it for replacement since I registered both products online. When I spoke to ******* today at the Microsoft call center, he told me that registering your product is only for promotional purposes and Microsoft does not keep the customer's information. I am just asking for my keyboard and mouse to be replaced like I was previously promised. I dont have a problem with sending both bad keyboards back as long as they send me a prepaid lable to do so.

Desired Settlement: All I am asking for is a replacement keyboard and mouse for the two malfunctioning ones I have

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ Hi ******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in receiving a replacement for your keyboard/mouse that was under warranty. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist that your replacement has been shipped and sent you the tracking information. As the issue has been resolved, we are now considering this case closed. Thank you for contacting us, and take care! **** on behalf of **** Advocacy Manager Microsoft Corporation

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a year of Microsoft Premium Technical Support(Phone Service) and 1 year of personal training vi the Microsoft Freehold NJ Retail Store. This was purchased on 3/04/2013. I have required to use the Microsoft Premium Technical Support twice since purchase. The first time I was not provided the correct card and number, this was worked through and I received the support I needed. I just now required the use of this subscription again and was told they needed to check with the store, as the store was not supposed to sell this service as it did. My receipt number is XXXXXXXXXXXXXXXXXX, cashier number XXXXXX Retail SEQ XXXXX. I was left on hold for an hour and fifteen minutes and subsequently disconnected. I was also told I need to spend more money for Microsoft to provide service.

Desired Settlement: REFUND for 179.93

Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ October 29, 2013 BBB Case: XXXXXXXX Hello Ms. *******, My name is ****** and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received your report filed with the Better Business Bureau. I understand that you purchased a year of Microsoft Premium Technical Support (Phone Service) and 1 year of personal training via the Microsoft Freehold NJ Retail Store. This was purchased on 3/04/2013. You required to use the Microsoft Premium Technical Support twice since purchase. The first time you were not provided the correct card and number, however this was resolved and you received the support needed. When you needed to use the service a second time, you were told by a Microsoft Store representative that they needed to check with the store, as the store was not supposed to sell the service as it did. You are requesting a refund in the full amount of $179.93 for the service since you cannot use the service as intended. Please accept our most sincere apologies for any frustration or inconvenience caused by this experience. The Microsoft Store from which the service was purchased has issued a full refund in the amount of $179.93. At this time, your issues appear to have been resolved. Please let Microsoft know if you require any further assistance with this. Sincerely, ******* Senior Advocacy Specialist Customer and Field Advocacy

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I mailed a complaint to Microsoft on 9/10/13 regarding faulty Microsoft software. The details of my complaint are outlined below: Windows 8 is barely functional on a standard, non-touch screen device. I consider myself computer literate, but I have yet to even find any type of Start menu and, months later, still have no idea how to even shut down my laptop properly. The lack of basic functionality of Windows 8 is incredibly frustrating and I have gotten to the point where I don't even want to use my laptop, simply because Windows 8 is so frustrating and the "features" make it impossible to accomplish any real work on the device. Some of my issues with Windows 8 are as follows: * No shutdown button; * Unable to import user account - forced to create a new one from scratch; * Overwhelming/confusing Start screen; * Unable to close applications; * No screen theme change options; * Side-by-side multitasking doesn't work; * Certain applications don't work anymore/freeze up the system; * Programs and drivers won't run. Above are just some of the issues experienced while utilizing Windows 8. This is not including the "features" that are just down right infuriating (i.e. constantly changing to a different screen when I accidentally swipe the upper left-hand corner of the mouse, then forcing me to run through 10 different screens that I don't know how to close just to get back to the screen I was previously using).

Desired Settlement: What I would like is for Microsoft to provide me with software for Windows 7, so that I can replace Windows 8 with the previous software on my laptop, thus enabling me to use it once again with no issues -- OR -- to provide me with a full refund for the price of the faulty Windows 8 software.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ November 6, 2013 Better Business Bureau Case Number: XXXXXXXX Hello *** *******, My name is ****, and I am with the Customer and Field Advocacy Team at Microsoft. Our office received correspondence from the Better Business Bureau detailing your dissatisfaction with Windows 8, and your request to downgrade to Windows 7. First and foremost, thank you for taking the time to detail your feedback. I regret this has been a frustrating experience for you. Per my email sent on October 29th, downgrade rights are available only if you have Windows 8 Professional preinstalled on your machine. If you do have Windows 8 Professional, you will be able to downgrade to Windows 7 Professional or Windows Vista Business. However, in order to move forward with the downgrade, you will need to contact the manufacturer of your PC to determine if they can supply the required Windows 7 files. Your PC manufacturer will have the best information about how to downgrade your specific PC, and in some cases may decide to send you installation media or a PC that has the operating system downgrade already installed. Again, thank you for taking the time to detail your feedback. Thank you, **** ** Advocacy Specialist Microsoft Corporation Final Consumer Response /* (4200, 11, 2013/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Microsoft can choose to keep the matter closed all they like, but as far as I'm concerned they have not given me an acceptable solution, so I choose to keep this complaint open. Final Business Response /* (4000, 9, 2013/11/06) */ November 6, 2013 Better Business Bureau Case Number: XXXXXXXX Hello *** *******, A copy of your follow-up report communication regarding your recent experience with Windows 8 has been reviewed by Microsoft. We have reviewed our records, and see that we addressed this issue with a response dated November 4th, 2013. Our review of this record and this recent follow up shows that you have not provided any new or additional information to permit us to investigate this report further. Per my email sent on October 29th, downgrade rights are available only if you have Windows 8 Professional preinstalled on your machine. If you do have Windows 8 Professional, you will be able to downgrade to Windows 7 Professional or Windows Vista Business. However, in order to move forward with the downgrade, you will need to contact the manufacturer of your PC to determine if they can supply the required Windows 7 files. Your PC manufacturer will have the best information about how to downgrade your specific PC, and in some cases may decide to send you installation media or a PC that has the operating system downgrade already installed. Again, thank you for taking the time to detail your feedback. If we receive additional information on this matter that supports a different resolution, we will gladly reopen this issue and investigate the newly presented information. Until that time, however, Microsoft's response referenced above applies to this situation and this matter will remain closed. Thank you, **** ** Advocacy Specialist Microsoft Corporation

11/7/2013 Problems with Product/Service
11/6/2013 Problems with Product/Service
11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called concerning my product key code for my laptop which was coming up invalid. Technician checked it and said everything was ok. He then deleted all user accounts. He apologize and contacted his manager who apologized and said they would fix my computer.I have gotten nowhere. I lost all everything that was in my computer. Pictures, music, document everything.

Desired Settlement: Five thousand dollars for my lost, time, and computer.

Business Response: Initial Business Response /* (1000, 5, 2013/08/29) */ Microsoft Support engaged the customer on 7/12/13 to provide assistance with this issue. Since that time the customer has repeatedly denied offers to provide work with support. A Microsoft Global Escalation Team Manager contacted the customer on 8/23 to address the customer concerns again. At that time, the customer was informed that Microsoft respectfully declines to accommodate the request for a new laptop, but remained committed to providing the customer with the support needed to address the technical issues on the existing machine. In addition, as a customer service gesture, Microsoft has provided the customer with a copy of Office 2010 and Microsoft Security Essentials. The customer has declined further technical support. However, the customer has been informed that if they desire support, or wish to discuss this situation further with a manager, to please contact Support. We have reviewed our records, and see that we addressed this issue with a response dated 8/28/13. Our review of the record and this recent inquiry shows that the customer has not provided any new or additional information to permit us to investigate this report further. If we receive additional information on this matter that supports a different resolution, we will gladly re-open the issue and investigate the newly presented information. Until that time, however, Microsoft's response referenced above applies to this situation and this matter will remain closed. Final Consumer Response /* (3000, 22, 2013/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I didn't call for a clean installation.I called regarding my product key code that came with my computer.There was no reason to do a clean installation. The rep did it and apologized and said they would fix my computer.Once again I am not responsible for them deleting everthing.Again we spoke with the manufacturer on a three way call.The manufacturer said you have to pay to have everthing reinstalled.Once again I am not a computer programmer or the manufacturer.Microsoft said they would go online and find the basic operations.I said no to that.I want what I paid for. Microsoft has lied about the issue. I don't time have for them to put what they what on my computer. Reprogramming the computer takes hours and I dont trust them. The Microsoft program they claim they gave me don't work.I have my records where I reached out to Microsoft daily and got no response.Every time I reached out to them it was a different rep.I gave them my availablity time. They called when they wanted.I have been trying to work with them.Until they lied and gave me the run arounds.I have proof email corespondents,recordings,and my phone records to verify what I am saying. Final Business Response /* (1000, 20, 2013/11/01) */ The customer was never promised that Microsoft will pay Toshiba for the programs as the customer was kept informed before performing a clean installation. The customer asked Microsoft to provide her a new laptop, which was declined. The customer was not ready to troubleshoot further and at the end of the Support Manager phone call she became abusive. Microsoft informed the customer that if she can provide the information about the installed software we can try to see if they were available on the respective manufacturer's website for download and help her reinstall them. The customer at first agreed to provide us the list, but then she kept on asking for a new laptop and didn't allow Microsoft to perform any troubleshooting steps. The customer never provided Microsoft a chance to perform any troubleshooting steps on her computer. At the end, Microsoft ceased the communication with the customer as she used profanity on the call and was not ready to troubleshoot. The customer had Office 2010 installed on her computer before the clean installation was performed. Following the clean installation of Windows, the customer informed the technician that she doesn't have any installation source available. As a goodwill gesture Microsoft generated a new product key for the customer and helped her install Office on her computer, as well as provided the customer with Microsoft Security Essentials.

11/5/2013 Problems with Product/Service
11/5/2013 Problems with Product/Service
11/4/2013 Billing/Collection Issues
11/4/2013 Problems with Product/Service
11/4/2013 Delivery Issues
11/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: During the week of Oct. 13, 2013 I placed an order with Microsoft's Online store to pre-order a Surface tablet and a keyboard. The total cost was $1112.45 and was paid via ******. On their site and in the terms of the pre-order, it is stated that any pre-order that is cancelled prior to the expected shipping date - would not be charged for the order. The expected shipping date given was Oct. 25. Later that week, I had to pay an unexpected car repair bill, which would have left me without enough money to pay for the pre-order. Since it was late Friday night, I had to wait until Saturday morning to call to cancel since their website did not allow me to do so online. I called first thing in the morning and was told by them that the order was cancelled and I would not be charged. Come the following Tuesday, I noticed that they had shipped me the tablet anyway. Seeing that this must of been a mistake, I checked my bank account and found they did charge me for the tablet, which was $971.93. It over-drafted my bank account and I was charged NSF fees. I called Microsoft and was told that I would be called immediately that day from a higher level claims department and that I would be refunded. I called******* as well and was advised that I would be refunded. By that weekend, it had appeared that the money had gone back into the bank and all was well. I find out then today, Oct. 29, that they went ahead and reprocessed the transaction again and money left my bank yet again. I have received only an email yesterday from Microsoft that they are going to look at the tablet that I did not want to order and maybe process my refund in the next 5-7 business days. This is unacceptable. I do not have money in my bank that I need to pay for the roof over my head, put food on the table, and keep the utilities running.

Desired Settlement: I expect a complete and full refund immediately as well as additional compensation for the additional hardships they have put me through such as NSF fees, late payment charges for my bills, etc.

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ Hi *** ********, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in obtaining a refund for your Surface Pro 2 purchase. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist that your refund has been processed, and if there are any other questions, you will follow up with him. As the issue has been resolved, we are now considering this case closed. Thank you for reaching out to us, and take care! **** Advocacy Manager Microsoft Corporation Final Consumer Response /* (2000, 7, 2013/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by Microsoft and was promptly provided a full refund. Microsoft also provided a discount code for their online store, for the troubles I had experienced. I hereby accept this resolution.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So I called needing help with something I cannot figure out on Microsoft Excel 07. First, when I called the automated system sucks. You would think that because you all are Microsoft there would be a system that can actually understand what I am saying. Then, after literally 20 min of yelling at the stupid robot I got someone. When I finally got someone, every person spoke English as a second language and could not properly understand what I was saying or comprehend even the simplest of phrases. After fighting the communication issue, it turned out that The automated machine sent me to the wrong person. I was then transferred to another person, who was wrong. Then another person, Which was the wrong place... again. Oh and guess what!?! When I was transferred yet another time... WRONG AGAIN!!!!! So now I am on hold for yet another time, hopefully this will be the right department. This is pathetic. The whole operation and support system is pathetic.

Desired Settlement: Help with a simple question

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Hello *** ******, My name is ****** and I'm a member of the Customer and Field Advocacy Team at Microsoft. I am writing in response to a Better Business Bureau message we received regarding difficulties you are experiencing with Excel version 7. I understand that you contacted support with some general functionality questions and were unable to obtain support. First, I wanted to let you know that I am truly sorry to hear how frustrating this issue has been for you. Unfortunately, mainstream support for Excel version 7 ended several years ago on 12/31/2001 and there is no support channel available. However, if I have the wrong version and you are working with an Office 2010 or newer program, please let me know and I will attempt to engage our Support Escalations team to review this issue and to assist if possible. If you should have any questions, please 'reply all' to this email. Kind Regards, ******

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was locked out of my email account and attempted to remedy the issue via on-line tools. I provided correct responses to questions via the retrieval process. This did not work as all I received in responses is automated emails telling me that the answers were incorrect. I called customer service a number of times and nobody is able to resolve the issue of unlocking my account. This account is my main account for receiving information from credit cards, etc. and I need use of it. I am not receiving any help from Microsoft to address the issue as I keep getting pushed off to different departments.

Desired Settlement: I want my account unlocked!

Business Response: Initial Business Response /* (1000, 5, 2013/10/04) */ Hi *** *********, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in gaining access to your @hotmail.com account. Once I received your request, I reached out to our escalation team for assistance. The Account Escalations team reached out to you on 9/27 with instructions on how to move toward unblocking your account, and I followed up with you on 9/27 and on 10/2, however we have not received a response. Since we haven't received a response, we will presume you were able to access your @hotmail.com account, and are now considering this case closed. Thank you for contacting us, **** Sr. Advocacy Specialist Microsoft Corporation Final Consumer Response /* (3000, 7, 2013/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business specialist that initially responded to my complaint was unresponsive after that. I sent multiple emails and information to try to resolve my issue and received nothing in return. ***** Final Business Response /* (4000, 9, 2013/10/18) */ Hi *** *********, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in gaining access to your @hotmail.com account. Once I received your request, I reached out to our escalation team for assistance. The Account Escalations team reached out to you on 9/27 with instructions on how to move toward unblocking your account, and have confirmed you as the owner and have sent you a password reset link. I reached out to you on 10/14 and 10/17 to see if you had additional questions, however haven't received a response. Since we haven't received a response, we will presume you were able to access your @hotmail.com account, and are now considering this case closed. Thank you for contacting us, **** Sr. Advocacy Specialist Microsoft Corporation

10/31/2013 Problems with Product/Service
10/29/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase from the MicrosoftStore.com website for a software download. I noticed that there were two transactions for the same amount on my credit card statement. I confirmed with my bank that they were indeed actual charges, and not a credit verification of some sort. I complained to customer service on two separate occasions, and on both occasions the service representative conceded that they were fraudulent charges but that they were unable to refund them.

Desired Settlement: I would like to be refunded the for the fraudulent charges, in the amount of $75.59, and an apology for the rude and dismissive customer service.

Business Response: Initial Business Response /* (1000, 5, 2013/10/11) */ October 11, 2013 BBB Case: XXXXXXXX Hello *** ******, My name is ****** and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received the report you filed with the Better Business Bureau regarding a recent experience you had with the Microsoft Store. You purchased downloadable software from www.MicrosoftStore.com, and noticed that two transactions for the same amount appeared on your credit card statement, instead of one. After confirming with your bank that they were confirmed charges, you contacted the Microsoft Store and report that you were told the second charge was fraudulent, however the store representative was unable to process a refund. I was able to locate two support cases in our records regarding this purchase: XXXXXXXXXX, XXXXXXXXXX. I received an update from the Escalations Team and wanted to confirm with you the current status of your case. We have refunded the completed order while leaving the Windows 8 Pro Upgrade - Student Offer product key active as a make good offer to you. You can expect this credit to be reflected on your bank statement with 5 business days. We have filed an incident for the partial order, in an effort to refund this amount to you as well. The Escalations Team will advise you when the second refund has been processed. At this time, your issues appear to have been resolved. Please let Microsoft know if you require any further assistance with this. Sincerely, ******* Senior Advocacy Specialist Customer and Field Advocacy

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Windows 8 Operating System does not come with the ability to play DVD's. Support on the Microsoft website instructed that I can download an "app" from the Windows Store that allows me to play DVD's. I accessed the Windows Store and purchased an "app" that claimed to be "Windows Media Player 13". The app did not function or work whatsoever. I contacted Microsoft Tech Support and was told that they do not offer the product "Windows Media Player 13". I was told that it was a "third party" application and that I can purchase an upgrade for Windows 8 to play DVD's. Microsoft also told me that they approve all "apps" that are sold on the Windows Store. I was unable to receive further help with this situation and was only offered to purchase additional software even after I expressed that I am uncomfortable spending even more money after already buying software that was apparently falsely represented (that Microsoft approved the selling of by the way). I received no instruction as to how to recover the lost funds from and was transferred around to different departments as each department kept telling me that another department handles such things. I was very dissatisfied and frustrated with this whole situation.

Desired Settlement: Ultimately I would like my money back and would like to stop Microsoft from selling "apps" that are falsely represented. It is deceptive to me for the company to "approve" the sale of a product and then hold no responsibility when such a product is falsely identified after a consumer purchases it and finds it does not work at all. On a side note as well, the "app" in question was listed as Windows Media Player 13 (a Microsoft Licensed product) buy Microsoft claims it never release such a product, yet it "approves" the sale of this product. Something is not right here.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Hi *** ******* I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in obtaining a refund for the app you purchased from the Windows 8 App Store. Once I received your request, I looked into the app that you purchased, and found that it was not published/developed by Microsoft. Therefore, I suggested that you reach out to the developer to receive assistance. You responded informing me that you have reached out to the appropriate person and asked another question. I sent my response and stated that if you had any other questions, to please let me know, otherwise I would close this case on 10/14/2013. As I haven't received an additional response, I am now considering this case closed. Thank you for contacting us, and take care! **** Sr. Advocacy Specialist Microsoft Corporation

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My hotmail account was hacked. Took 6 plus hours on the telephone,and multiple emails,reset password,customer service tell sme there is nothing wrong with my account. I cant get in. I cannot access any of my data,personal info. While I have tried to excersize patience. I no longer will speak to anyone in India. Not interested in their customer service that isnt smart enough to see the problem. I have recieved 20 plus taunting emails from this hacker.. From my hotmail account to my gmail account. I am in Vancouver/Portland area.. These emails originate in the chicagoland area. Worst customer service I have ever experienced,and I am 50 yrs old. I have lost a job,and will lose another tonight. Approximate value well over 50k. All my pictures of my children,grandchildren,deceased relatives are irreplaceable. Nobody cares

Desired Settlement: I want my account back,and to see this hacker-person prosecuted

Business Response: Initial Business Response /* (1000, 6, 2013/09/16) */ September 16, 2013 *** ********** XXXXX ** *** ** Vancouver, WA 98686 RE: BBB Case# XXXXXXXX Dear *** **********, A copy of your report with the Better Business Bureau of Alaska, Oregon, and Western Washington regarding your compromised ***********@hotmail.com account has been forwarded to my team for review and response. I understand that unauthorized changes occurred on your account, including password resets and that you are receiving unauthorized emails from that account. You have contacted Microsoft Support, but they were unsuccessful in addressing your concerns. In reading your report, I regret to hear about your experience thus far and would like to assure you that your situation as written is by no means a testament of the level of service we aim to bring to our customers. With that in mind, I engaged our Top Tier Consumer Technical Escalation team to help address your Hotmail security issues and correct your support experience. I will continue to partner with the Escalation team to ensure this matter moves towards a viable resolution. Please write to me through the Better Business Bureau Online Site if you have any further questions or concerns on this case. Sincerely, **** Microsoft Customer Advocacy - United States Microsoft Corporation 1 Microsoft Way Redmond, WA 98052 cc: ***** ** ********* Better Business Bureau of Alaska, Oregon, and Western Washington Final Business Response /* (1000, 13, 2013/10/14) */ October 13, 2013 *** ********** XXXXX ** *** ** Vancouver, WA 98686 RE: BBB Case# XXXXXXXX Dear *** **********, Following your report with the Better Business Bureau of Alaska, Oregon, and Western Washington regarding your compromised ***********@hotmail.com account, I have engaged our Top Tier Consumer Technical Escalation team to help address your Hotmail security issues and to restore access to your account. I understand that the Microsoft Account Escalation team has restored your access to your ***********@hotmail.com account and has worked hard to recover as much as was available to your account and that anything that is currently missing from the account could not be restored. I understand that this is not the outcome you were expecting. I assure you that our Escalation and Recovery teams made the utmost effort to assist you in this matter. Although I understand this offers no comfort to your situation, at this point, there is nothing further we can do. At this time, Microsoft considers this matter resolved, and I will proceed to archive this case. Please write to me through the Better Business Bureau Online Site if you have any further questions or concerns on this case. Sincerely, **** Microsoft Customer Advocacy - United States Microsoft Corporation * ********* *** Redmond, WA 98052 cc: *****************, Better Business Bureau of Alaska, Oregon, and Western Washington

10/24/2013 Advertising/Sales Issues
10/24/2013 Problems with Product/Service
10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Installed Microsoft 2007 on my computer. It kept having me type the key in over and over and it had the green check, indicating that the key was correct. When I went to use Microsoft Word, it wouldn't work so I contacted Microsoft online. They told me that the product key was on another computer and wanted me to buy a Microsoft product. I already purchased this with my computer. ..they told me to contact the company where I bought the computer. When I told them I was contacting the BBB and FCC, they said we weren't talking about microsoft products and ended the conversation.

Desired Settlement: I need a working Microsoft Ultimate office 2007 that I already purchased.

Business Response: Initial Business Response /* (1000, 5, 2013/10/08) */ 8 Oct 2013 ***** ******* *************@gmail.com (XXX) XXX-XXXX *** *******/BBB, Thank you for your inquiry regarding your request for installation assistance, customer support feedback and for a free copy of Microsoft Office. The copy of Microsoft Office that is in your possession was found to be a 180 day trial and is unable to be reinstalled after the trial period has ended. We are unable to provide a complimentary copy of the Office product. Your support experience feedback has been delivered to the support management team involved with support case XXXXXXXXXX. It is recommended that you visit the Microsoft Piracy site if you obtained the 180 day trial version of Microsoft Office 2007 from a 3rd party with the impression that you were receiving a full retail copy. http://www.microsoft.com/en-us/piracy/default.aspx We apologize that this isn't the response you were looking for, however, we appreciate you taking the time to contact us. Reference Microsoft case numbers: XXXXXXXX, XXXXXXXXXX Sincerely, ****** Senior Advocacy Specialist Customer and Partner Advocacy Microsoft Corporation

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a new HP laptop computer. It has Windows 8 on it that requiresan initial MSN password. Someone tried to hack my computer so MSN shut down my account. I've been calling them for 3 days to release my account and reset my computer. After many hours and technicians I get the supervisor ****** after talking to a number of supervisors. ***** informed me that the tech support for MSN is called WHITE SNAKE for all of the US and it would be $50.00 to reset my computer (for a brand new computer with Windows 8) My MSN account is free. There was no stipulation that if they took down my account without my consent. I might add. That there would be a charge simply to reset my conifer password! I would like to return this computer but it was a referbished one and it only had a 3 month warranty. I feel that MSN is not being fair in its practices. I called a call center. Not in the US. Product_Or_Service: hp computer operating system Account_Number: *******1017@comcast.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Reset my password without further charge.

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ Greetings, I am reaching out from Microsoft, as I have received your complaint to the Better Business Bureau. I understand that you recently purchased a new HP refurbished laptop with Windows 8 and that you have been working with a technical support team to reset your computer and MSN account, as you believe it has been hacked. When working with support to release your MSN account and reset your computer, you've been informed it would cost $50.00 to reset your password. In order to further investigate your experience, I'd like to collect some additional details form you to ensure I fully understand this situation. * Where did you purchase your computer and Windows 8? * Have you been locked out of Windows 8 since purchasing the computer, or were you able to log in at some point? * Please provide the technical support phone numbers you have called. * Please provide the MSN account email you are locked out of. Once I have all of these details, I will be able to proceed. Please "reply all" to the email messages I have sent to you, or please utilize the BBB Portal to reply. Thank you! *******

10/21/2013 Problems with Product/Service
10/21/2013 Problems with Product/Service
10/21/2013 Problems with Product/Service
10/17/2013 Problems with Product/Service
10/17/2013 Problems with Product/Service
10/17/2013 Problems with Product/Service
10/17/2013 Problems with Product/Service
10/16/2013 Guarantee/Warranty Issues
10/16/2013 Problems with Product/Service
10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just bought my computer from ** ******** on August, 2013. I didn't have any problems until I had to print out a document file from my instructor. I had installed Microsoft Office 2002 and it worked fine except when trying to print the Word 2010 document file. I had to buy the Office 365 and that's when I started having problems. First I could not print and I called Microsoft for help. For some reason they helped me fix the print problem but the representative told me he wasn't supposed to, but because I was being given the run around so much he decided to help me. I called Microsoft again on September 12, 2013 because I had another issue. I can print documents now, but I cannot print .pdf files. I was told by the Microsoft rep that he will transfer me to the right department. He transferred me to the printer department. They told me in the printer department that it is not a printer problem and told me to call Microsoft for help. I called Microsoft again and after waiting on the line for over 1/2 hour I finally got a representative and I was told that they cannot help me and that I have to call ** because it is still under warranty with them and are supposed to help me resolve Microsoft issues. I called ** again and they said they could help me but I have to pay for tech support, otherwise I should call Microsoft since it is still under warranty. I have been hung up on, transferred, then busy signal, then disconnected, and I called several times only to get no help. I asked for the supervisor but a rep girl in the Philippines by the name of ******** told me she had no supervisor in the office and the supervisor won't be in for another hour, then she hung up on me. This was after she made me wait on the line for a long time. I called HP again and asked to speak with the supervisor again. I talked to ******* She said she would get the supervisor on the line if I give her my name and phone number and the model number and serial number of my notebook. She then put me on hold. I waited on hold for over 20 minutes, then some woman that sounded American came on the line and said, "you call here again and I'm gonna call the police," then a few minutes later the call got disconnected. I don't know where to turn for help now. If neither Microsoft nor ** are willing to make good on their warranty I don't know what to do. I only wanted to be able to print .pdf files and I also wanted to get rid of a nag screen that keeps popping up every time I restart my computer and open Internet Explorer. The nag screen says, Microsoft .Net Framwork version 2.0 is required to continue. This software is available for free download at http:///www.microsoft.com/downoads/ . I checked my control panel and framework version 2 seems to be installed, as well as version 3.5 and version 4 and when I went to the link to download the software it gave me 3 choices. I didn't know which one to download anyway so I didn't even try to download anything. I am very frustrated with ** and Microsoft since neither one will help me unless I pay for it even though I have a warranty that doesn't expire until 2014. What good is a warranty on software when the representatives refuse to help unless I pay $99?

Desired Settlement: I want tech support so I will be able to print .pdf files, and I want the nag screen says, Microsoft .Net Framwork version 2.0 is required to continue. This software is available for free download at http:///www.microsoft.com/downoads/ to stop popping up. I also want the warranty that comes with my computer and software to be honored the way it is supposed to be.

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ September 23, 2013 BBB Case: XXXXXXXX Hello *** ********, My name is ****** and I am with the Customer and Field Advocacy Team at Microsoft. Our office received your complaint filed with the Better Business Bureau. As I understand, you purchased a computer from ** ******** in August 2013. You did not experience any issues with the computer until you needed to print out a document. You had installed Microsoft Office 2002 and the software worked without incident except when trying to print the Word 2010 document file you received from an instructor. You also reported a less than satisfactory experience when you called in to Microsoft Support. We have forwarded your comments regarding your experience to the appropriate team, thank you for providing your feedback. Our engineer, ***** was able to reach you on 9/21 and confirmed with you that your printer issues were resolved by ** prior to the phone call. We regret the difficulties you experienced when attempting to resolve this issue, and encourage you to reach out to our Support department at *************** if you have issues with Microsoft products in the future. At this time, your case is closed as resolved. We hope you will continue to be a valued Microsoft customer. Sincerely, ******* Senior Advocacy Specialist Customer and Field Advocacy

10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have discovered that if you have a Office power point produced by the latest version of Office in your computer, every power point is changed to the latest version, even if you do not have that version. As a college professor, I have hundreds of power points that I can no longer access UNLESS I buy the latest version of the program. I think this is bordering on the criminal.

Desired Settlement: 1. Send a batch that will allow me to open my power points in my current version of Office. 2. Change programs to avoid this happening in the future. 3. Admit that company was using this system to FORCE customers to buy a product they do not want.

Business Response: Initial Business Response /* (1000, 5, 2013/09/20) */ Hi *** *****, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance with PowerPoint functionality. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist that you have received a solution from another Microsoft Support team and have given us permission to close the case. I am glad to know that you were able to receive a resolution. As no further action is required, we are now considering this case closed. Thank you for contacting us, and take care! **** Sr. Advocacy Specialist Microsoft Corporation

10/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For this kind of information, what I can do is to refer you to our main Microsoft customer service to provide you information about your queries. Please call this number, X-XXX-XXX-XXXX.This complaint deals with the on line store for Microsoft. I could never find out where this operation worked out of and the best I could find is the address utilized. However, the online store website and customer service numbers are the ones I have used.My journey into this issue was when I purchased a laptop online from the store. The order was for a Samsung ATIV Smart PC Pro 700T Tablet for $799.00. Here is the URL to get to the product:http://www.microsoftstore.com/store?Action=DisplayPage&Env=BASE&Locale=en_US&SiteID=msusa&id=ThreePgCheckoutShoppingCartPageI never received confirmation of my online purchase, so I called the customer service department. They told me that the order did not go through and we could do another one over the phone. I went ahead and did that and after giving my credit card number, found that I had been overcharged for this unit. I asked the customer service person to go ahead and cancel this order since he could not get it right. He said he could not do so for 48 to 72 hours as it was already in process. Today, I receive notice that I apparently purchased 2 computers, one with the right amount, the other not. I called the customer service department again and was told they would process on cancellation, but were uncertain if it would go through and to just call them when I get both computers and go from there. The order numbers are:Your order number: *********** (the correct order)Your order number: ************* (The incorrect one)I cannot get anyone with this company to take care of the issues. I can dispute the charges on the computers, but appears I am going to have to deal with reshipping and hopefully someone can correct. However I have no confidence in a company that cannot clear up an immediate purchase and ask for your help. Product_Or_Service: Laptop Computer Order_Number: MSXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I need confirmation that order number MSXXXXXXXXXXX is cancelled, and my credit card not charged for an order that i have attempted to get canceled for 2 days.

Business Response: Initial Business Response /* (1000, 7, 2013/10/14) */ October 14, 2013 Better Business Bureau Case: XXXXXXXX Dear *** *******, My name is ****, and I am with the ******** and Field Advocacy Team at Microsoft. Our office received correspondence detailing your recent experience with the Microsoft Store. I understand you had placed an online order for the Samsung ATIV Smart PC Pro 700T Tablet for $799, but was told that your order had not gone through. At this time, you reached out and placed another order with Microsoft over the phone, but you found that not only had your original order gone through, you now had a second tablet order placed, and the second tablet was for a more expensive, incorrect tablet. After receiving your correspondence, a Support Engineer reached out to you on October 1st to discuss this issue in further detail. At which time, you were asked to reject the order for the incorrect tablet when it was delivered by **** Microsoft received the incorrect order into our warehouse on October 7th, and credited your account for the amount charged. As a good faith gesture from Microsoft, we also offered you the newly discounted price for the original tablet ordered. Thank you for taking the time to detail your feedback, *** *******. Microsoft takes this feedback very seriously, and I am happy we had the opportunity to make this right for you. At this time, I will proceed with archiving your case as "resolved". Thank you, **** ** Advocacy Specialist Microsoft Corporation Final Consumer Response /* (2000, 9, 2013/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolved, thank you for your assistance in this matter.

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This was the most horrible experience I have ever had. It started by me purchasing an HP computer. I did not have Microsoft Word downloaded on it. I called Microsoft and attempted to have it downloaded. I paid $99 for it and ordered the wrong thing. It took me over 3 hours on the phone talking to different people and finally was offered a refund. This was wayyy to long. I then paid $139 on Microsoft Student....my card was charged and then I spent 4 more hours on the phone last night. They have not downloaded the product but they have my money. They told me I would get a call back and it has been over 20 hours and I have not gotten one. As I am typing this, I am on hold again trying to get another refund for the $139....I called in and they would not allow me to speak to a technician and said I would get a call back. This has gone on for 2 days and hours have been spent with no resolution ! I had to speak with people that I could not understand and they told me different things and all of them were wrong. They have my money but will not download the program. I am frustrated beyond belief and this is not fair or professional. Please make sure this does not happen to anyone else !

Desired Settlement: I want my money back for the product and I don't want them to be allowed to do anyone else this way. IT is the most unprofessional thing I have ever experienced and the owner and CEO's need to know about the problem !!!

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ Greetings! Thank you very much for your quick response. I am very happy to hear that the problem has been resolved. Again, I also want to extend my sincerest thanks for your taking the time to provide feedback on your support experience. I was very sorry to hear that your support experience was less than exceptional, but again please rest assured that I have sent your feedback to the appropriate management team for review. This will provide coaching opportunities to our teams, to ensure this experience is prevented for future customers. Thank you again and with your confirmation of resolution, we are now considering this case closed as resolved. Best, ******* Final Consumer Response /* (2000, 7, 2013/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did handle my issue once they found out about me contacting the BBB. I have the software installed now and have had numerous contacts from the company. I only wish that I could have gotten this service prior to contacting you. Maybe this will help other people be able to get better service. Thanks for your help.

10/15/2013 Problems with Product/Service
10/14/2013 Problems with Product/Service
10/14/2013 Problems with Product/Service
10/14/2013 Problems with Product/Service
10/14/2013 Billing/Collection Issues
10/10/2013 Problems with Product/Service
10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Microsoft windows 8 is incompatible with my large amounts of software and websites and has been locked on my computer and will not allow rollback to windows 7 or Linux and I am un able to find any way of voicing my frustration to Microsoft or getting a solution to my problem it appears they do not care about keeping their customers happy

Desired Settlement: to have it fixed free of charge and to let them know I am not happy

Business Response: Initial Business Response /* (1000, 5, 2013/09/19) */ September 19, 2013 ****** ******* *** **** ****** Longmont, CO 80503 RE: BBB Case # XXXXXXXX Hi *** *******, Your complaint filed with the Better Business Bureau, regarding compatibility issues with various software applications and web sites with your Windows 8 computer was forwarded to Microsoft and assigned to me on Monday, September 9. Per the Better Business Bureau process, I am submitting a response through the web site, to provide an update by the September 19 deadline. I have been attempting to contact you on 9/9, 9/11, and 9/16 as I need to better understand which software application and web sites you are having compatibility issues with Windows 8, along with the best phone number to reach you. Although, I did not receive this information, I engaged our global escalation team to assist, and I see that **** **** has tried to contact you. Please work with ***** as he is the best resource to assist you with your issues. I will follow up with you again on Monday, September 23 to check on the status of this case. I will provide my final report to the Better Business Bureau once we have provided closure to your case. Thank you. Sincerely, ***** Senior Advocacy Specialist Microsoft Corporation

10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a microsoft 2010 starter version. For some reason a couple of days ago I couldn't get into most of my documents unless I agree to purchase office 2010. I looked up customer service number online (X-XXX-XXX-XXXX) and called today. IT took a long time and a promise to solve the problem for me and help me before the lady (***** ???)told me it was a trial version and I had to purchase the full version. I said I could not afford the full version and I just wanted to be able to use my starter version. She said pretty soon I wouldn't be able to use my version at all anymore, but if it was a matter of money, I could purchase a program called open office and she went on to explain how similar it was for $79.99. I did not. I called back again and talked to a guy ***** ...? I explained how unhappy I was with my previous phone call and trying to be sold a product instead of fixing my problem. He assured me my computer would be able to be fixed. He also asked for permission to be connected to my computer and diagnose the problem. I again expressed frustration at this and said only if he would be able to help me and fix it because it was a waste of time with the lady. He took 15 minutes to diagnose and then comes on to tell me the services of trial version have stopped and I would need to purchase a full version. I showed him the bookmarked page that says the starter version is NOT a trial version and I should be able to use it how ever long I wanted to. I again explained that I did not want to buy the full version, I just want my starter version. This got through to him and proceeded to tell me my computer is not protected and using my notepad listed things a microsoft technician can do for me and I should take my computer to a microsoft tech every month. He said he would let me know the price. I voiced my frustration and hung up!!This is unbelievable and I have vowed to tell anyone that will listen about the HORRIBLE service or microsoft and their exhausting and frustrating selling techniques. I wasted so much time to be harrased by selling techniques when I trusted the company could fix my problems. Which, by the way, I went and deleted the microsoft office and now I can get into my documents again.....hmmm they could have just told me that in the first place. Now I am worried about what they were doing on my computer for so long. It is disgusting that a person puts their trust in a company that is lying and deceitful!!

Desired Settlement: I will expect a new computer if my computer crashes. I do not know what those two techs were doing on my computer besides trying to figure out what they should try to sell to me. I want to experience confidence that I will not run into these problems with my starter version again or send me your full product for free if it truly is going to happen again where I won't be able to use the starter version anymore. I bought my lap top with the starter version and was told that I could use the program without having to purchase the full version. Either the techs were lying or Microsoft itself lies when they say you can use that version.

Business Response: Initial Business Response /* (1000, 5, 2013/09/19) */ On 9/18 Microsoft engaged the customer to confirm it's our understanding that the customer called X-XXX-XXX-XXXX and spoke with two representatives who were unable to resolve the issue, but instead suggested that you purchase new software. Additionally, it's Microsoft's understanding that the customer allowed the representatives access to the machine and as such, the customer is concerned about the future performance as the customer is unsure what may have been done when they worked on the computer. Microsoft investigated and called the phone number provided and it appears the customer has engaged a third-party company called My Phone Support, which is not Microsoft Support. The company My Phone Support does provide technical support, but they are not affiliated with Microsoft Technical Support and as such, this matter should be directed at that company. Microsoft has extended the offer to discuss this with matter further with the customer, but has not yet received a response.

10/9/2013 Problems with Product/Service
10/8/2013 Problems with Product/Service
10/8/2013 Problems with Product/Service
10/7/2013 Billing/Collection Issues
10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am disgusted and disappointed with how "king microsoft" thinks it can treats its customers. On September 9, 2013, I dropped my computer off at the Microsoft store at the Mall of America for repair. I was told verbally by technician **** ****** that it would be 1-2 weeks and that I could expect my experience to be different at the Microsoft store as opposed to going thru ******* ******* directly. I told **** I had had terrible experiences in the past with computer repair at **** *** to which he reiterated that Microsoft was different. Beginning a week ago, I started calling to check on the status of the repair of my computer as it is an extreme inconvenience having to work solely off of a smart phone and visits to the public library. Due to the fact that I was speaking to reps from a call center each day while I was under the impression I was speaking to in store employees, I put trust and faith in what I was being told. I grew more frustrated every day as I kept hearing different statements from the reps. I was given multiple completion dates, I had been told five separate times that a technician would call me back with further details on the progression of my repair only to never hear anything. For six days I played games with the call center, getting different and confusing responses each time. Completion dates passed and promises to receive call backs never transpired. Today, however, I finally said either to get me the manager or I am going to physically show up at the store and grab an employee by the shirt to get his or her attention. It was at this point that they transferred to an in store employee and it finally felt like I was getting accurate and true information. It is misleading and unfair for Microsoft to route calls immediately to a call center without the customer's knowledge. No one ever told me I was not talking to an actual in store employee, and I was consistently given false information regarding my computer. In summary, Microsoft's call center is atrocious. And I cannot tell you how frustrating it is when you are told 5 or 6 days in a row that you will get a call back only to hear nothing. Shame on Microsoft.

Desired Settlement: An apology letter at the least.

Business Response: Initial Business Response /* (1000, 6, 2013/10/03) */ October 3, 2013 ****** *******,**** **** **** ******* ** **** Minneapolis, MN 55416 RE: BBB Case # XXXXXXXX Hi *** *******, Your complaint filed with the Better Business Bureau, regarding your recent interaction with the Microsoft Call Center and the Mall of America Microsoft Store was forwarded to Microsoft and assigned to me on Friday, September 27. I engaged our Microsoft Store escalation team to assist on this case. They quickly contacted and worked with the management team at the Mall of America Microsoft Store. I understand that due to your recent experience, they were able to replace your existing computer with a new one. I am happy to hear that your issue has been resolved and that you consider the matter resolved and closed! As a result, I will be closing this case today, Thursday, October 3. Thank you for your support of Microsoft and Microsoft products. I hope you will continue to be a valued customer! This concludes my report. Thank you. Sincerely, ***** Senior Advocacy Specialist Microsoft Corporation Final Consumer Response /* (2000, 8, 2013/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/3/2013 Problems with Product/Service
10/3/2013 Problems with Product/Service
10/3/2013 Delivery Issues
10/3/2013 Problems with Product/Service
10/3/2013 Problems with Product/Service
10/2/2013 Problems with Product/Service
10/2/2013 Guarantee/Warranty Issues
10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started my journey to a civilized solution to my basic issue at 10:20 AM on 12 September 2013. I called the support number provided through a link to my purchase receipt. I explained my problem to the call center operator who denied he had the ability to help me. What followed from this individual's incompetency were 9 phone call transfers and over four hours of wasted time talking to a new person about every 30 minutes.

Desired Settlement: All I want is a refund for a purchase I made for windows 7 home editions so I can purchase windows 7 professional edition because this is the version I physically have installed on my computer. However it seems within the Microsoft Corporation it takes an act of god to find someone who knows how to do anything other than transfer you to someone that doesn't know how to do anything. At this point all I want is a refund so I can buy a *** and never have to deal with Microsoft for the rest of my life. My order # is XXXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2013/09/16) */ Hi *** ******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in obtaining a refund for Windows 7 Home Edition so you can purchase Windows 7 Professional. Once I received your request, I reached out to you to obtain more details to enable me to move forward. I received a response from you stating that you were able to receive your refund and did not need my assistance. While I regret to hear that you did not have a satisfactory experience, I am glad to know that you were able to receive your refund. As no further action is required, we are now considering this case closed. Thank you for contacting us, **** Sr. Advocacy Specialist Microsoft Corporation

10/1/2013 Problems with Product/Service
10/1/2013 Problems with Product/Service
9/30/2013 Problems with Product/Service
9/30/2013 Billing/Collection Issues
9/30/2013 Problems with Product/Service
9/26/2013 Advertising/Sales Issues
9/23/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service
9/20/2013 Problems with Product/Service
9/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new computer and installed Office 2010 on June 11, 2013. Using Outlook, I started to receive an error message (0x8004102A). I contacted the Microsoft Chat and was given the MS Technical Support number which connected me to a call center in the Phillipines on 8/14/13 and set-up a second profile. I was told MS was aware of the problem and It would have a fix within a week. Since I never received that fix, I called back on 9/4/13 and was told that my warranty was outdated and I would have to pay to fix the problem by *****. My MS Case number is XXXXXXXXXX and the problem needs to be fixed.

Desired Settlement: I want MS to stand behind their product and fix the problem without charge as the software is new and it took me a month to get in touch with them.

Business Response: Initial Business Response /* (1000, 5, 2013/09/11) */ On 9/6 Microsoft Support called the customer to provide assistance and the customer requested a call back. On 9/8 Microsoft Support and customer were able to resolve the issue. The customer provided confirmation that the issue is resolved and the Support Case has closed. Microsoft considers this issue fully resolved in the customer favor. Final Consumer Response /* (2000, 7, 2013/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My email has been hacked and I am not able to file my complaint because the current process requires me to log in. I am not able to do that because my account has been hacked and my information has been changed. My password, security questions and alternate email are not what I used to create the account. Windows live offers NO support or assistance to me while my personal information is being taken. Numerous tries have not been successful in correcting the issue. This has been going on for a week.

Desired Settlement: I need access to my account so I can recover folders and emails. I also need contact information until I can move my information to a secure location.

Business Response: Initial Business Response /* (1000, 6, 2013/08/12) */ Hi Ms. ******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in gaining access to your @msn.com account. Once I received your request, I reached out to our escalation team for assistance. The escalation team then contacted you and informed you of the next steps and that the 30-day wait is a security design that we cannot bypass, and your account has been blocked in the meantime to prevent unwanted access to your account via the current security information. After the 30-day wait, the enabled two-step verification and good proof(s) on the account will be a security measure that will help prevent against future hacking, as long as the info is kept up-to-date. For more information on this process, please go to: http://windows.microsoft.com/en-us/windows/two-step-verification-faq. As you are aware of the next steps, we are now considering this case closed as no further action is required. Thank you for contacting us, **** Sr. Advocacy Specialist Microsoft Corporation Final Consumer Response /* (4200, 12, 2013/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I have provided proof that this is my email several times and I don't understand why you insist on leaving incorrect information on an account when proof of ownership has already been proven several times. EXTREMELY poor service. Final Business Response /* (4000, 14, 2013/09/09) */ Hi Ms. ******, I have received the additional correspondence you submitted through the Better Business Bureau. As stated before, there unfortunately isn't a way for us to bypass or workaround the 30-day wait. This process is outlined in http://windows.microsoft.com/en-us/windows/two-step-verification-faq under "I turned on two-step verification, but I no longer use the same alternate contact info. What do I do?" However, since the wait period has passed, your account is unblocked. Please try to access your account. If you have any questions, please feel free to let us know. I will leave this case open until 9/16. Thank you, **** Sr. Advocacy Specialist Microsoft Corporation

9/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a computer in December 2011 with Office 2010 installed. It worked properly until today, Sept. 11, 2013, when Microsoft's automatic update forced two updates to the program. When I restarted my computer and tried to open my resume, which is a Word document, it asked me for a product key and said Office had never been installed on my computer. Instead it offered me a 29-day trial version. Because I'm unemployed and applying for a job, thus I need my resume, I had no choice but to accept the trial version. I then called Microsoft to see why the updates effectively "broke" Office 2010. The woman I spoke with said mine was the fourth call she's had today about the issue, so there clearly was a corrupt file involved in the update. She had me try system restore, but that didn't fix the problem. She then said that because Office 2010 came with my computer, as opposed to me buying it and installing it myself, that I would have to buy a product key or buy the program on disc. I told her that I wouldn't do that and that I just want Office 2010 to work as it always has. She said that what was originally installed on my machine must have been a trial version. It wasn't ... and even if so, they don't have trial versions that last 1 year, 9 months, 2 days and 6 hours. The issue is clearly related to the update, which she had previously acknowledged. She then said that she would be happy to take control of my computer remotely and fix the problem for me -- FOR $99. This is absurd. My Office program worked until a Microsoft update broke it. Trying to charge me for a fix, after they broke it, is an unethical business practice at best and more likely a scam. That's like me disabling my neighbor's car then offering to fix it for $100. All I want is for my machine to work correctly, as it did before the Microsoft update broke it, and I shouldn't have to pay for that.

Desired Settlement: I just want my Office 2010 to work correctly again -- and for longer than 29 days -- before it costs me employment opportunities. If I don't have Office I have no way of updating my resume, making cover letters, filling out applications, etc. It worked for almost two years and Microsoft can't just decide "Oh well, we broke it. I guess we'll give him 29 days to use it ... aka 29 days to make him buy the program again." That's dishonest. I've been a lifelong Microsoft user but unless they do the right thing and fix my Office 2010, or give me a valid product key for free, nobody in my family will EVER buy another Microsoft product. It's not an absurd request. They broke it, now they need to fix it -- for free! -- or replace it.

Business Response: Initial Business Response /* (1000, 5, 2013/09/13) */ Hi Mr. *******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in gaining access to your @msn.com account. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist that he has advised that you contact your Original Equipment Manufacturer (OEM) to do a factory reset in order to have your copy of Office reinstalled, and for you to back up your data. As you have agreed to contact your OEM and gave us permission to close the case, no further action is required and we are now considering this case closed. Thank you for contacting us, and take care! **** Sr. Advocacy Specialist Microsoft Corporation Final Consumer Response /* (2000, 7, 2013/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Microsoft had a tech support person call me very promptly who remotely took control of my machine to figure out the problem. This was the $99 service they originally wanted me to pay for, but they did it for free. The tech explained the problem to me and told me how to restore my Office program as it originally was. In the end, I'm very satisfied with the result and Microsoft's level of customer service.

9/19/2013 Advertising/Sales Issues
9/19/2013 Advertising/Sales Issues
9/18/2013 Billing/Collection Issues
9/17/2013 Problems with Product/Service
9/17/2013 Guarantee/Warranty Issues
9/17/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working on this problem (Microsoft office 2013) since Monday (8-19-2013). The problem keeps getting worst because of the failure to communicate properly within Microsoft. I still have not had the problem fixed and it is causing chaos with my business. I've been on hold for a total of about 25 hours since Monday. Today it is Friday and today alone I have been on hold for about 3 hours already. I am writing this complaint while I am on hold with Microsoft. Every technician I speak to, puts me on hold, and transfers me to someone who knows nothing about my case. They charged my credit card for $239.99, for Microsoft office Home and Business, because they (tech team) said it will resolve my issue. This entire process has been more stressful then I ever imagined.

Desired Settlement: The problem to be resolved and my stress to go away! Reimbursement if possible. I upgraded because I was told to, not because I needed/wanted too.

Business Response: Initial Business Response /* (1000, 5, 2013/09/03) */ September 3, 2013 BBB Case: XXXXXXXX Dear *****, This is **** with the Customer and Partner Advocacy Team at Microsoft. I received your complaint filed with the Better Business Bureau regarding issues you had been experiencing with Office 2013, and your subsequent customer support experience. Microsoft takes customer feedback very seriously, and we appreciate you taking the time to detail your feedback. Our Escalation Engineer reached out to you on August 31st, and was able to troubleshoot and fix the issues you were experiencing with Outlook 2013. While compensation was offered, you determined you would not need compensation at this time. At this time, we will be closing this case as resolved. Thank you again for taking the time to submit your feedback. We hope you will continue to be a valued Microsoft customer. Best Regards, **** **

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a computer and along with the computer I purchased Microsoft Office 2013. I took the computer home and started the installation of the software and setup. When I pealed of the 25 digit product code only eight characters of the 25 digit code was legible. I contacted Microsoft's help number and was told by **** that because the code was pealed off the card the card was now voided. I explained that I have all the necessary information to provide to show that I purchased the card so why can't Microsoft activate Office 2013 for me on my computer. I have the original card with the barcode information and all the other identification numbers. He stated that the best they could do was provide me with an older version of Office (2010). I would like to file a complaint against Microsoft because I purchased their product and paid over $100.00 through Best Buy and now they are only offering me a lesser product because the card that they placed their strip on was defective. So much for a multibillion dollar company.

Desired Settlement: I would like a full refund of my money because they refuse to provide me with the product I purchased.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/29) */ Hi *** *******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance with obtaining a product key for Office Home and Student 2013. Once I received your request, I reached out to you to gather a few additional details. You sent the information and asked that it not be shared. In order for me to route your technical issue to the appropriate team, I would have to share the information you provided with the Escalation Team. I asked if you were okay with that, however, by that time you had already resolved the issue yourself. As no further action is required, we are now considering this case closed. Thank you for contacting us, **** Sr. Advocacy Specialist Microsoft Corporation

9/12/2013 Problems with Product/Service
9/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Dell laptop 2 weeks ago. From the time I got the laptop, the thing would not recognize the device I was using to get onto the net. I called AT&T, my service provider, and they told me that the device that I had was not compatible with Windows 8. So I bought a new device. With the new device, when I would go on Outlook to check My e-mail, I would click on an e-mail and it would knock me off the net. I contacted Microsoft to try and get the problem resolved. I was referred to a company apparently contracted by Micro Soft. I was on line with those people for close to 5 hours. The first tech that I communicated with, took all my information, asked permission to control my laptop remotely and started working on the problem. Then I was referred to another tech who took all my information and said that for $250.00 dollars they would be able to fix the problem. I asked the tech about the warranty as I had only had the laptop for 2 weeks. The tech told me that the warranty did not cover what was wrong with the computer I was then referred to a third tech who spent the next 3 hours checking and making all kinds of changes to my laptop. Bottomline is the tech told me that the device I was using to connect to the internet was not compatable with Internet Explorer and I would have to go though Google to get to Outlook. I am not a computer expert, but to me, that is something that should have been figured out in the first 5 minutes and I should not have had to pay the $250.00 dollars for a situation the still is not resolved.

Desired Settlement: I want my $250.00 back

Business Response: Business' Initial Response /* (1000, 5, 2013/08/27) */ Dear BBB, I have reached out to the customer regarding their support complaint and have found that they used a 3rd party company, **** **** to troubleshoot their Windows issue. Microsoft is not affiliated with **** **** and cannot honor the customer's request for a refund. I have followed-up with the customer to offer free escalated support from our Global Escalation team. Sincerely, *** Advocacy Specialist Microsoft Corporation

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was informed that I would require a code to log in to my hotmail account. I have had this account for years and have They require extra security? I contacted them via phone to get the code as they didn't send it via text. After an hour on the phone with a rep. I was advised that they couldn't get the code to work and they have now blocked my hotmail acct. and I would need to speak to a technician at a cost of $99.00 to fix this issue. I cannot afford this and as they can manipulate this issue I feel I am being taken advantage of and they now hold my hotmail acct. hostage. I have confirmed that there is nothing wrong with my computer.

Desired Settlement: I would like them to correct this issue that they created at no cost.

Business Response: Initial Business Response /* (1000, 5, 2013/08/22) */ Hi *** ******, I received your request to the Better Business Bureau of Alaska, Oregon & Western Washington for assistance in gaining access to your @hotmail accounts. Once I received your request, I reached out to our escalation team for assistance. I can see from the case notes that you were able to successfully regain access to your account - I am glad to know that we were able to help! As the issue has been resolved, we are now considering this case closed. Thank you for contacting us, and take care! **** Sr. Advocacy Specialist Microsoft Corporation

9/10/2013 Billing/Collection Issues
9/10/2013 Problems with Product/Service
9/10/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/9/2013 Advertising/Sales Issues
9/9/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/9/2013 Advertising/Sales Issues
9/9/2013 Problems with Product/Service
9/9/2013 Advertising/Sales Issues
9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Surface RT from Microsoft's online store over a week ago. When I never saw the order appear under order status I called microsoft. I ended up calling twice & having a live online chat once. Each time I was given a case number, was told the order was in review but that my order would be personally monitored and a follow up email sent. I never received any emails. Several days ago I noticed a charge of $104.94 on my credit card statement. Sunce my irder total was to be around $600 this made mo sense. I went back to the Microsoft store website and under order status it still said no order was placed. I then used social media for the Surface (@surface on twitter). & finally started getting replies but they advised me to contact store

Desired Settlement: I want my order cancelled, written confirmation if it and my money back. I am very suspicious of phishing activity. An email from an 'escalator' said no chargecwas made as a preauthorization payment failed abd in the next few days the order woukd either go through or be cancelled

Business Response: Initial Business Response /* (1000, 5, 2013/08/29) */ August 29, 2013 ******** ******* **** ******* *** Reading, PA 19607 RE: BBB Case # XXXXXXXX Hi *** *******, Your complaint filed with the Better Business Bureau, regarding your refund for an amount that was charged to your credit card related to your Surface RT purchase was forwarded to Microsoft and assigned to me on Tuesday, August 20. Per the Better Business Bureau process, I am submitting a response through the web site, to provide an update by the August 29 deadline. I engaged our escalation team to assist on this case - I have found that your previously entered support ticket with Microsoft was still open and work was being completed to work on refunding the amount of $104.94 back onto your credit card. On Thursday, August 22, our support escalation engineer working on your case sent an email to confirm that a credit of $104.94 was applied to your credit card. As we understand that you have since cancelled that credit card, we are awaiting news from your bank of the rejection of the credit. Once we receive the rejection notification, we will be able to send you a physical check. I sent a follow up email to you today, August 29 and have set new expectations to follow up with you on Tuesday, September 3 after the Labor Day weekend. I will provide another update to the Better Business Bureau once the refund has been received and this case has been closed. Thank you very much. Sincerely, ***** Senior Advocacy Specialist Microsoft Corporation Final Consumer Response /* (2000, 8, 2013/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am still very unhappy with this company and what they put a customer through. However, once the BBB was involved, communication was much improved and action was taken. My money was refunded and my order cancelled. This is the result I was working towards.

9/5/2013 Problems with Product/Service
9/5/2013 Guarantee/Warranty Issues
9/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I need to deactivate 2 hotmail accounts due to them having been compromised. Their online isntructions don't work, the links are invalid and their customer support staff says they are not trained to support the product because it's free. I explained ad nauseum i followed their instructions and clearly their site gives me an error that THEIR server is not available. My privacy is being breached and i need to deactivate my accounts please.

Desired Settlement: I just want my 2 accounts closed permanently so no identity theft can be committed. Please. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2013/08/28) */ August 28, 2013 RE: ********* ******* BBB Case # XXXXXXXX Dear *** *******, Microsoft received the complaint that you filed with the Better Business Bureau on Friday, August 23, 2012 regarding your two Hotmail email accounts. You filed this complaint to obtain assistance in closing these accounts because they had been compromised and you were concerned with identity theft. ***, a Hotmail Escalations Engineer, reached out to you on Monday, August 26th and he was able to assist you with closing each account per your request. At this point, it appears that your concern